Growth & Retention–Driven Customer Success Manager

hireful; North East; Presencial; GBP 45.000 - 65.000; Jornada completa

Descripción de la vacante

Celerity is seeking a Customer Success Manager to drive customer value realisation, retention and expansion within its growth segment. You will own the lifecycle from onboarding to advocacy, building strong relationships that secure renewals and growth, while impacting NRR and NPS.

You will collaborate with Head of Customer Success, Sales, Account Management, Marketing, Technical and Delivery teams to manage 50–75 growth segment customers and shape CS processes as the function scales.

Formación

• Experience in customer success, account management or customer-facing role within B2B software, technology or professional services.
• Strong understanding of SaaS and subscription business models and metrics (NRR, GRR, churn, NPS).
• Experience using CRM and sales tools to manage customer lifecycles and relationships.

Responsabilidades

• Own onboarding and implementation; develop tailored onboarding plans and Customer Success Plans.
• Conduct regular business reviews and strategic reviews with key accounts; monitor health metrics and churn risk.
• Build executive relationships and align with internal teams to ensure service delivery and outcomes.
• Identify expansion opportunities and collaborate with Sales on pipeline development and deal support.
• Contribute to CS process development and best practices; share insights to improve customer experience.

Conocimientos

Customer Success

Account Management

Stakeholder Management

CRM Systems

SaaS Knowledge

Relationship Building

Herramientas

Salesforce

HubSpot

Descripción del empleo

Celerity is seeking a Customer Success Manager to drive customer value realisation, retention and expansion within its growth segment. You will own the lifecycle from onboarding to advocacy, building strong relationships that secure renewals and growth, while impacting NRR and NPS.

You will collaborate with Head of Customer Success, Sales, Account Management, Marketing, Technical and Delivery teams to manage 50–75 growth segment customers and shape CS processes as the function scales.