Remote-Ready Customer Success Manager

Law Business Research Limited; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Eye care

Employee Assistance Programme

Birthday off

Pension

Life assurance

Cycle to work

Season ticket loan

Wellbeing allowance

Puregym access

Perks at work

Private healthcare

Company socials

Affinity networks

Mentoring scheme

Volunteering Day

Mortgage advice

Work from anywhere (2 weeks)

Parental leave

Job summary

Centellic in London is seeking a Customer Success Manager to own a portfolio of Lexology PRO and SPG customers. You will drive retention, product adoption and customer satisfaction across the lifecycle, building trusted relationships and proactive success plans.

You will use data to monitor health, conduct reviews, deliver training, and run digital-first engagement programmes while collaborating with Sales, Product, Marketing, Support and Retention to ensure a high-quality, consistent customer

Qualifications

• Experience in a customer-facing B2B role; Customer Success or account management experience is advantageous.
• Strong communication, relationship-building and organisational skills.
• Experience delivering digital-first customer engagement, such as automated journeys, webinars and campaigns.
• A proactive, customer-focused and commercially aware approach.
• Confidence using data and customer insight to prioritise actions and improve outcomes.
• Knowledge from working with Customer Success Platforms, such as ChurnZero, Gainsight or Planhat.
• Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.

Responsibilities

• Manage customer onboarding, success plans and engagement across an allocated portfolio.
• Build relationships with users, decision-makers and commercial stakeholders.
• Monitor usage, engagement and customer health, acting early to mitigate risk.
• Deliver customer reviews, training and tailored initiatives that increase adoption and value.
• Deliver digital-first and one-to-many engagement programmes, complemented by personal outreach.
• Collaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience.
• Maintain accurate account records and contribute to team knowledge sharing and improvement.

Skills

Customer facing B2B

Communication skills

Digital engagement

Proactive mindset

Data-driven decisions

Tools

ChurnZero

Gainsight

Planhat

Job description

Centellic in London is seeking a Customer Success Manager to own a portfolio of Lexology PRO and SPG customers. You will drive retention, product adoption and customer satisfaction across the lifecycle, building trusted relationships and proactive success plans.

You will use data to monitor health, conduct reviews, deliver training, and run digital-first engagement programmes while collaborating with Sales, Product, Marketing, Support and Retention to ensure a high-quality, consistent customer