Customer Success Manager (UK) (Remote)

Richardson Sales Performance; Uckfield; Remote; GBP 60,000 - 90,000; Full time

Job summary

Richardson Sales Performance is seeking a Customer Success Manager to lead client engagements across the UK and EMEA, partnering with the sales lead to measure training outcomes and drive adoption of Richardson solutions. You will ensure retention, renewals, and expansion, delivering measurable results from client investments.

The role focuses on building strategic plans, managing programs, and delivering sustained client success through collaboration with sales, product, and support teams.

Qualifications

• Based in and authorised to work in the UK.
• 5+ years of experience in client success, programme or project management, sales management consulting, or a related field.
• 3+ years managing client partnerships with retention and renewals.
• Strong communication, stakeholder management, and executive influence skills.
• Willingness to travel up to 25%.
• Advanced Outlook, Excel, Word, and PowerPoint skills; CRM proficiency (e.g., Salesforce).

Responsibilities

• Build strategic account and communication plans with client stakeholders that align to each client's business goals.
• Own client retention and partner with sales on renewals, cross-sell, and upsell opportunities across a portfolio of accounts.
• Lead programme management for the launch and deployment of services, coordinating with sales, product, and support teams.
• Build and manage multi-year development and curriculum plans with clients.
• Run regular business reviews, analysing usage data, ROI, and KPIs to show impact and identify opportunities for growth.
• Analyse data from assessments, surveys, reinforcement tools, and learning management systems to recommend where learning needs reinforcement.
• Create and maintain client success plans, tracking progress and client satisfaction.
• Advocate for clients internally, sharing feedback and insights that inform product development.

Skills

Communication

Stakeholder management

Executive influence

Analytical skills

Change management

CRM experience

Travel readiness

Education

Business Management degree

HR/Training related degree

Tools

Outlook

Excel

Word

PowerPoint

Salesforce

Job description

Customer Success Manager

About Richardson

Richardson Sales Performance helps global B2B revenue teams Sell Forward. We equip sellers and managers with the capabilities that move buyers to confident decisions, built on consultative selling, which we brought to market in 1978, and the insight-led Challenger sales methodology. More than 100 facilitators worldwide have trained two million sellers in 50 countries and over 23 languages.

Most sales training fades once the event ends, so we treat training as the start. Sellers keep practicing in the flow of work, and managers get a practical system to coach what was learned. Our AI-powered tools reinforce priority behaviors and show leaders what is actually changing in real opportunities. The same care we put into our clients’ growth shapes how we develop our own people, and it has made Richardson a place where strong careers take off.

Role summary

The Customer Success Manager leads client engagements focused on sales performance improvement across a portfolio of accounts in the UK and EMEA. The role partners with the sales lead to measure training outcomes, drive adoption of Richardson solutions, and secure retention, renewals, and expansion. Success means clients see measurable, lasting results from their investment in Richardson.

Key responsibilities

• Build strategic account and communication plans with client stakeholders that align to each client's business goals.
• Own client retention and partner with sales on renewals, cross-sell, and upsell opportunities across a portfolio of accounts.
• Lead programme management for the launch and deployment of services, coordinating with sales, product, and support teams.
• Build and manage multi-year development and curriculum plans with clients.
• Run regular business reviews, analysing usage data, ROI, and KPIs to show impact and identify opportunities for growth.
• Analyse data from assessments, surveys, reinforcement tools, and learning management systems to recommend where learning needs reinforcement.
• Create and maintain client success plans, tracking progress and client satisfaction.
• Advocate for clients internally, sharing feedback and insights that inform product development.

Qualifications

Required

• Based in and fully authorised to work in the UK.
• 5+ years of experience in client success, programme or project management, sales management consulting, or a related field.
• 3+ years managing client partnerships within a portfolio of accounts, with direct responsibility for retention and contract renewals.
• Strong communication, stakeholder management, and executive influence skills.
• Strong analytical skills, with the ability to turn data into client recommendations.
• Change management and adoption experience.
• Advanced Outlook, Excel, Word, and PowerPoint skills, and a working knowledge of Salesforce or a similar CRM.
• Willingness to travel up to 25%.

Preferred

• Degree in Business Management, Performance Improvement, HR/Training, or a related field.
• Experience partnering with sales, revenue, enablement, or HR and learning and development leaders.

How we work at Richardson

We are a high-performance, commercially minded, and collaborative team. The people who do their best work here move with urgency, own outcomes, solve problems resourcefully, learn continuously, and work together to deliver for our customers and the business. We look for people who:

• Own the outcome — take work from start to finish and see it through.
• Move with urgency and discipline — treat deadlines as commitments and make decisions at pace.
• Collaborate across the company — work as one team and share what they know.
• Hold a high bar — set the standard and address misses directly.
• Learn, adapt, and improve — stay curious and open to better ways of working.

Equal opportunity and at-will employment

Richardson Sales Performance is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law. Employment with Richardson is at-will.