Hybrid SaaS Customer Success Manager – Growth & Retention

Kerv; Richmond; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Kerv in the United Kingdom is seeking a Customer Success professional to own a portfolio of accounts, ensuring engagement and value delivery. The role operates on a hybrid model with attendance at the Richmond office once or twice weekly as needed for business.

You will drive renewals, develop success plans, monitor health metrics and work with Marketing and Sales Support to deliver outstanding customer outcomes.

Qualifications

• At the beginning or in the early stages of a career in Customer Success.
• Experience in a SaaS or CCaaS environment is advantageous but not essential.
• Customer-centric, with strong communication and relationship-building skills.

Responsibilities

• Own and manage a defined portfolio of customer accounts, acting as the primary point of relationship ownership.
• Drive customer retention and ensure renewals are completed accurately and on time.
• Develop, maintain, and execute customer success plans, identifying and delivering opportunities for account growth and expansion.
• Take ownership of customer health metrics and Net Promoter Score (NPS), actively driving customer feedback towards positive outcomes through proactive engagement and issue resolution.
• Serve as the customer advocate, ensuring timely, effective resolution of customer questions, issues, and requests.
• Represent the voice of the customer internally, sharing insights and proactively highlighting risks and opportunities to the wider business.
• Act as the escalation point for unresolved issues, coordinating internal teams to achieve prompt resolution.
• Produce regular customer reporting, lead business reviews where applicable, and proactively monitor renewal risks, customer satisfaction levels, and training requirements.
• Collaborate closely with Marketing to ensure relevant and timely content is communicated to customers.
• Manage customer-related administrative tasks in partnership with Sales Support and other internal stakeholders.

Skills

Customer-centric

Communication

Relationship-building

Job description

Kerv in the United Kingdom is seeking a Customer Success professional to own a portfolio of accounts, ensuring engagement and value delivery. The role operates on a hybrid model with attendance at the Richmond office once or twice weekly as needed for business.

You will drive renewals, develop success plans, monitor health metrics and work with Marketing and Sales Support to deliver outstanding customer outcomes.