Hybrid Customer Success Manager — SaaS Growth & Renewals

Contracts Advance; Bath; Hybrid; GBP 29,000 - 45,000; Full time

Benefits offered by this job

Hybrid working from day one

Commission scheme

Annual discretionary bonus

25 days annual leave + bank holidays

Extra day off for birthday

Nest Pension scheme

Cycle to work scheme

The Ivy strategy & social days

Job summary

Contracts Advance in Bath is seeking a Customer Success Account Manager to own a portfolio of customers, guiding successful onboarding and sustained value. You will build trusted relationships, drive engagement and renewal performance while identifying opportunities to expand product adoption.

Senior candidates will mentor juniors and help shape processes as the team grows within a fast-paced SaaS business. Hybrid work is available from day one with commission and discretionary bonuses.

Qualifications

• 3+ years in Customer Success or Account Management within SaaS.
• Proven ability to build trusted customer relationships over long-term engagements.
• Confident in leading conversations over phone and video with strong listening skills.

Responsibilities

• Welcome new customers and set them up for success from day one.
• Lead personalised onboarding sessions aligning our platform with customer goals.
• Build trusted relationships with decision-makers and stakeholders via regular contact.
• Run proactive review meetings to measure progress and plan actions.
• Monitor health scores and intervene to improve adoption and outcomes.
• Share product guidance to help customers derive more value from Contracts Advance.
• Identify opportunities to introduce additional products and services.
• Maintain CRM records and coordinate with teams for a seamless journey.
• Senior CSMs mentor peers and contribute to process improvements.

Skills

Organised

Self-motivated

Ownership of outcomes

Customer relationship

SaaS experience

Phone & video fluency

Communication skills

Collaboration

Job description

Contracts Advance in Bath is seeking a Customer Success Account Manager to own a portfolio of customers, guiding successful onboarding and sustained value. You will build trusted relationships, drive engagement and renewal performance while identifying opportunities to expand product adoption.

Senior candidates will mentor juniors and help shape processes as the team grows within a fast-paced SaaS business. Hybrid work is available from day one with commission and discretionary bonuses.