Outcome-Driven CSM & Growth Partner

Klipboard; South Yorkshire; Hybrid; GBP 42,000 - 59,000; Full time

Benefits offered by this job

Hybrid work policy

Job summary

Klipboard is seeking a Customer Success Manager to drive measurable outcomes and long-term value for a defined portfolio of customers. The role goes beyond traditional relationship management, proactively guiding customers on adoption and value realization across cross-functional teams.

You will orchestrate customer experience with Product, Support, and Delivery, focusing on renewals, retention, and advocacy while embedding evidence-based insights into roadmaps.

Qualifications

• Proven experience in a Customer Success, Account Management, or similar role.
• Experience managing multiple customers and priorities simultaneously.
• Strong commercial awareness with the ability to link activity to outcomes.
• Comfortable working with data, health indicators, and customer insight.

Responsibilities

• Own the overall success of customers in your portfolio.
• Establish clear success goals aligned to the customer’s business objectives.
• Translate Klipboard capabilities into practical, outcome led use cases.
• Regularly validate and articulate value achieved (time saved, risk reduced, performance improved).
• Monitor customer health, sentiment, and product adoption signals.
• Proactively identify customers at risk and lead recovery plans.
• Take ownership of escalations and coordinate swift, effective resolution.
• Ensure smooth transitions from onboarding to business as usual.
• Drive meaningful adoption of core and high value product capabilities.
• Influence customer behaviour to align with best practice usage.
• Encourage self sufficiency while remaining a trusted strategic partner.
• Lead structured service reviews focused on outcomes, not activity.
• Act as the voice of the customer internally, grounded in evidence, not anecdote.
• Collaborate with Support, Product, and Delivery teams to resolve systemic issues.
• Feed actionable insights into product roadmap and service improvements.
• Contribute to the continuous improvement of Customer Success ways of working.
• Support retention, renewal, and expansion through value led engagement.
• Identify advocacy opportunities including references, case studies, and testimonials.
• Work closely with Sales and Renewals teams to ensure a joined up customer journey.
• Identify and log leads into the Sales team.

Skills

Customer Success

Account Management

Data-driven

Stakeholder Management

Communication

Tools

CRM platforms

Analytics

Microsoft Office

Job description

Klipboard is seeking a Customer Success Manager to drive measurable outcomes and long-term value for a defined portfolio of customers. The role goes beyond traditional relationship management, proactively guiding customers on adoption and value realization across cross-functional teams.

You will orchestrate customer experience with Product, Support, and Delivery, focusing on renewals, retention, and advocacy while embedding evidence-based insights into roadmaps.