Growth-Focused CSM - Renewals & Upsell (SaaS)

This Is Prime Limited; Sunderland; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Free parking

Office food & drinks

Share options

Flexible working arrangements

Job summary

This Is Prime Limited is seeking a Customer Success Manager to take ownership of the growing customer base and help shape the CS function as the business scales.

You'll own customers post-sale and manage the relationship throughout their journey, ensuring engagement, value, retention and growth. The role involves driving adoption, renewals, and collaborating with Sales and Product as the customer base expands.

Qualifications

• Customer Success or Account Management experience in a SaaS/technology business.
• Experience managing customer relationships beyond onboarding, including renewals and growth.
• Comfort with the commercial side of Customer Success and identifying growth opportunities.

Responsibilities

• Own a portfolio of B2B customers post-sale and manage relationships.
• Drive adoption and ongoing engagement across the customer journey.
• Monitor customer health and identify churn risks.
• Conduct regular customer reviews and proactive touchpoints.
• Own renewals and retention; identify upsell and cross-sell opportunities.
• Deliver product demos and training where needed.
• Build and improve CS processes and journeys; collaborate with Sales and Product.

Skills

Customer Success

Account Management

SaaS experience

Relationship management

Renewals & upsell

Job description

This Is Prime Limited is seeking a Customer Success Manager to take ownership of the growing customer base and help shape the CS function as the business scales.

You'll own customers post-sale and manage the relationship throughout their journey, ensuring engagement, value, retention and growth. The role involves driving adoption, renewals, and collaborating with Sales and Product as the customer base expands.