Customer Success Manager - Software

VANRATH; Holywood; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

Private healthcare

Company pension

Flexible working

Ongoing professional development

Job summary

VANRATH is partnering with a fast-growing technology business to recruit a Customer Success Manager. You will own a portfolio of B2B clients, drive product adoption and build long-term relationships within a SaaS environment.

Based in Belfast with hybrid working, the role offers competitive pay, private healthcare, a company pension and flexible working, plus ongoing professional development as the business scales.

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, up to executive level
• A commercial mindset, with experience spotting upsell and cross-sell opportunities
• Experience delivering onboarding, training or structured account reviews
• Proactive and organised, comfortable managing multiple accounts and priorities

Responsibilities

• Manage a portfolio of B2B customers as their primary point of contact and trusted advisor
• Lead customer onboarding, ensuring a smooth handover from Sales and strong adoption of the platform
• Deliver platform training and ongoing support
• Conduct regular business reviews, showing usage, value delivered and future opportunities
• Build strong relationships across every level of each customer organisation, up to executive level
• Monitor engagement, satisfaction and account health, managing churn risks ahead of renewals
• Identify and act on upsell and cross-sell opportunities, working with Sales and Marketing to close them
• Support renewals and contribute to retention and revenue growth
• Act as the voice of the customer internally, feeding insight back to Product, Technology and Commercial teams
• Contribute to the development of Customer Success processes and best practice

Skills

Customer Success

Account Management

SaaS

Stakeholder Management

Onboarding

Tools

CRM software

Job description

VANRATH is working with a fast growing technology business on the recruitment of a Customer Success Manager. The company delivers 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 or Account Manager to take ownership of an established client portfolio, build long term relationships, drive product adoption and grow the accounts. You will join a small, collaborative team at an exciting stage of the company's development, working for a business with a clear social and environmental purpose.

• Hybrid working, Belfast office
• Competitive salary
• Private healthcare, company pension and flexible working
• Ongoing professional development

The Role

Key responsibilities include:

• Manage a portfolio of B2B customers as their primary point of contact and trusted advisor
• Lead customer onboarding, ensuring a smooth handover from Sales and strong adoption of the platform
• Deliver platform training and ongoing support
• Conduct regular business reviews, showing usage, value delivered and future opportunities
• Build strong relationships across every level of each customer organisation, up to executive level
• Monitor engagement, satisfaction and account health, managing churn risks ahead of renewals
• Identify and act on upsell and cross-sell opportunities, working with Sales and Marketing to close them
• Support renewals and contribute to retention and revenue growth
• Act as the voice of the customer internally, feeding insight back to Product, Technology and Commercial teams
• Contribute to the development of Customer Success processes and best practice

The Ideal Candidate

• 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, up to executive level
• A commercial mindset, with experience spotting upsell and cross-sell opportunities
• Experience delivering onboarding, training or structured account reviews
• Proactive and organised, comfortable managing multiple accounts and priorities