Customer Success Manager – SaaS Growth & Value

MCS Group; Belfast City District; Hybrid; GBP 42,000 - 60,000; Full time

Job summary

MCS Group are delighted to support an innovative, purpose-driven organisation in Belfast in the appointment of a Customer Success Manager. This hybrid role focuses on helping customers maximise value from a scalable SaaS platform that supports social, economic and environmental impact reporting.

You will onboard new customers, run regular account reviews, identify opportunities for growth and act as the voice of the customer across Sales, Support and Product.

Qualifications

• Proven experience in Customer Success, Account Management or another client-facing role within SaaS/software.
• Experience managing a portfolio of customer accounts.
• Excellent relationship-building and stakeholder management skills.
• Confidence communicating with users, senior stakeholders and executive-level contacts.
• Strong commercial awareness and experience identifying opportunities for account growth.
• Excellent communication, presentation and training skills.

Responsibilities

• Manage a portfolio of customers, building strong relationships from users through to senior stakeholders.
• Lead regular account reviews, ensuring customers achieve value and remain engaged.
• Act as an escalation point for complex customer issues, working closely with Support and Product teams.
• Own the onboarding process for new customers and ensure a smooth transition from Sales.
• Deliver engaging platform training tailored to different user groups.
• Identify opportunities for upselling and cross-selling in line with customer needs.
• Monitor customer health, proactively address risks and support successful renewals.
• Contribute to customer retention and revenue growth, including NRR.
• Gather and share customer feedback to help shape product and process improvements.
• Champion the customer perspective across the business.
• Contribute to Customer Success processes, best practice and knowledge sharing.
• Support colleagues and represent the organisation's values internally and externally.

Skills

Customer Success

Account Management

Stakeholder management

CRM systems

HubSpot

Tools

HubSpot

Job description

MCS Group are delighted to support an innovative, purpose-driven organisation in Belfast in the appointment of a Customer Success Manager. This hybrid role focuses on helping customers maximise value from a scalable SaaS platform that supports social, economic and environmental impact reporting.

You will onboard new customers, run regular account reviews, identify opportunities for growth and act as the voice of the customer across Sales, Support and Product.