Customer Success Manager - SaaS

VanRath; Belfast City District; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid Belfast office

Private healthcare

Company pension

Flexible working

Ongoing professional development

Growth opportunity

Job summary

VanRath is hiring a Customer Success Manager for a growing SaaS business in Belfast. You will manage a portfolio of B2B customers, build relationships across organizational levels and drive product adoption.

Responsibilities include onboarding, platform training, regular business reviews and identifying upsell opportunities, while contributing to retention and revenue growth in a hybrid Belfast-based role.

Qualifications

• Proven experience in Customer Success, Account Management or a similar client-facing role within SaaS, software or technology.
• Experience managing a portfolio of B2B customers.
• Strong relationship-building and stakeholder management skills.
• Confidence engaging with users through to senior and executive-level stakeholders.
• A commercial mindset with experience identifying upsell and cross-sell opportunities.
• Experience delivering customer training, onboarding or structured account reviews.
• A proactive and organised approach to managing multiple accounts and priorities.

Responsibilities

• Manage a portfolio of B2B customers, acting as the primary point of contact and trusted advisor.
• Build strong relationships across multiple levels of each customer organisation.
• Lead customer onboarding, ensuring a smooth transition from Sales and successful adoption of the platform.
• Deliver platform training and ongoing customer support.
• Conduct regular business reviews, demonstrating platform usage, value delivered and future opportunities.
• Monitor customer engagement, satisfaction and account health.
• Identify and proactively manage churn risks ahead of renewals.
• Identify opportunities for upselling and cross-selling based on customer needs.
• Work closely with Sales and Marketing to develop and close commercial opportunities.
• Support customer renewals and contribute towards retention and revenue growth.
• Act as the voice of the customer internally, feeding insights back to Product, Technology and Commercial teams.
• Identify opportunities to improve processes, customer experience and product adoption.
• Contribute to the development of Customer Success processes and best practice.

Skills

Customer Success

Account Management

SaaS

Stakeholder mgmt

Commercial mindset

Product training

Onboarding

Portfolio mgmt

Job description

Customer Success Manager - SaaS

Join a fast-growing technology business delivering an innovative SaaS platform that helps organisations measure, manage and report on their social, economic and environmental impact.

This is an opportunity for an experienced Customer Success Manager or Account Manager to manage an established portfolio of clients, build long-term relationships, drive product adoption and identify opportunities for account growth.

Salary & Benefits

• Competitive salary
• Hybrid working - Belfast office
• Private healthcare
• Company pension
• Flexible working
• Ongoing professional development
• Opportunity to join a growing and purpose-driven technology business

About Your Next Employer

Our client is an innovative technology business providing a secure and scalable SaaS platform to organisations across the UK. With an established customer base and ambitious growth plans, this is an opportunity to join a small, collaborative team at an exciting stage of the company's development.

You’ll work in a professional but approachable environment where collaboration, accountability and continuous improvement are highly valued.

About You

• Proven experience in Customer Success, Account Management or a similar client-facing role within SaaS, software or technology
• Experience managing a portfolio of B2B customers
• Strong relationship-building and stakeholder management skills
• Confidence engaging with users through to senior and executive-level stakeholders
• A commercial mindset with experience identifying upsell and cross-sell opportunities
• Experience delivering customer training, onboarding or structured account reviews
• A proactive and organised approach to managing multiple accounts and priorities

What You'll Do

• Manage a portfolio of B2B customers, acting as the primary point of contact and trusted advisor
• Build strong relationships across multiple levels of each customer organisation
• Lead customer onboarding, ensuring a smooth transition from Sales and successful adoption of the platform
• Deliver platform training and ongoing customer support
• Conduct regular business reviews, demonstrating platform usage, value delivered and future opportunities
• Monitor customer engagement, satisfaction and account health
• Identify and proactively manage churn risks ahead of renewals
• Identify opportunities for upselling and cross-selling based on customer needs
• Work closely with Sales and Marketing to develop and close commercial opportunities
• Support customer renewals and contribute towards retention and revenue growth
• Act as the voice of the customer internally, feeding insights back to Product, Technology and Commercial teams
• Identify opportunities to improve processes, customer experience and product adoption
• Contribute to the development of Customer Success processes and best practice

The Opportunity

This is a strong opportunity for an experienced Customer Success or Account Management professional who wants to take ownership of a portfolio within a growing SaaS business.

You’ll have the opportunity to work closely with senior stakeholders, influence customer strategy and play a key role in both customer retention and account growth, while working for a business with a clear social and environmental purpose.