SaaS Customer Success Manager

IMT Resourcing Solutions; Birmingham; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Private medical

Enhanced pension

25 days holiday + bank holidays

Electric car scheme

Cycle to work

Job summary

A fast-growing SaaS organization in Birmingham is seeking a Customer Success Manager to enhance client relationships and drive customer retention. This role involves onboarding clients, managing relationships, and ensuring successful SaaS adoption. The ideal candidate will have proven SaaS experience, strong communication skills, and CRM familiarity. This position offers a hybrid work model and a competitive benefits package, including private medical and enhanced pension, and focuses on work-life balance.

Qualifications

• Proven experience in SaaS Customer Success or SaaS Account Management.
• Strong client-facing communication skills.
• Experience with renewals, upselling, and contract discussions.

Responsibilities

• Onboard new clients and guide them through the SaaS adoption journey.
• Manage client relationships and ensure long-term engagement.
• Drive renewals, retention, and upsell performance.

Skills

SaaS Customer Success experience

Client-facing communication

Stakeholder management

CRM platform familiarity

Tools

HubSpot

Job description

Location: Birmingham – Hybrid (1–2 days per week in the office)

Salary: Up to £40,000 + commission

Benefits: Private medical, enhanced pension, 25 days holiday + bank holidays, electric car scheme, cycle to work

Our client, a growing SaaS organisation within the fintech space, is hiring a Customer Success Manager to support and expand its rapidly increasing customer base.

This role offers the opportunity to play a key part in shaping Customer Success best practice within a scaling business, while building long-term client relationships and driving retention, renewal, and upsell activity.

What you’ll do

• Onboard new clients and guide them through a successful SaaS adoption journey
• Manage and develop client relationships, ensuring value, ROI, and long-term engagement
• Proactively identify and support at‑risk accounts
• Deliver ongoing training and support to users
• Drive renewals, retention, and upsell performance against targets
• Capture customer feedback and testimonials to support product and sales teams
• Maintain accurate activity and pipeline data within the CRM
• Collaborate closely with internal teams to influence product improvements
• Contribute ideas to increase user engagement and platform adoption

You’ll work closely with Customer Success, Sales, Product, and wider business teams to ensure clients receive a consistently high-quality experience.

What we’re looking for

• Proven experience in SaaS Customer Success or SaaS Account Management (essential)
• Strong client-facing communication skills, including presenting and stakeholder management
• Experience with renewals, upselling, and contract discussionsHighly organised, with the ability to manage multiple accounts and priorities
• Comfortable working with CRM platforms (HubSpot or similar)

The ideal candidate will bring a client-first mindset, commercial awareness, and a proactive, delivery-focused approach. You’ll enjoy working in a fast-growing, collaborative SaaS environment with genuine scope to progress as the business scales.

• Join a rapidly growing SaaS business with clear progression opportunities
• Play a hands‑on role in shaping Customer Success processes
• Hybrid working with flexibility
• Competitive benefits package focused on wellbeing and work–life balance