SaaS Customer Success Manager — London, Hybrid

Papirfly; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Papirfly is hiring a Customer Success Manager in London. You’ll manage a portfolio of 25–35 SaaS client accounts, guiding them from onboarding to renewal and expansion.

You’ll work with top brands, driving product adoption and delivering real value through proactive engagement and strategic insights. Based in London with a hybrid work environment, you’ll leverage strong communication and relationship-building skills to understand client goals, map stakeholders, and coordinate with Product,

Qualifications

• 2–3 years of experience in a Customer Success or Account Management role in a SaaS company.
• Excellent communication and relationship-building skills.
• High levels of organisation and confidence in managing multiple priorities and customer needs.
• Additional languages (French, Swedish, Norwegian or German) are a plus.

Responsibilities

• Client Relationship Management: build and nurture long-term client relationships across the full lifecycle.
• Renewal Readiness: keep customers renewal-ready and align stakeholders on pricing and negotiations.
• Upsell & Expansion: identify and drive upsell opportunities with cross-sell potential.
• Customer Strategy & Stakeholder Mapping: create account plans and map key stakeholders.
• Customer Understanding: understand client problems and map Papirfly solutions.
• Product Adoption: drive platform adoption to deliver customer value.
• Customer Engagement: run regular reviews and share progress with clients.
• Portfolio Management: manage 25–35 client portfolio, balancing proactive and day-to-day support.
• Cross-Team Collaboration: work with Support, Product and Account Management to resolve issues.
• Feedback & Continuous Improvement: capture client feedback to improve our offering.

Skills

Customer Success

Account Management

SaaS experience

Excellent communication

Relationship building

Organisational skills

Proactivity

Curiosity

Job description

Papirfly is hiring a Customer Success Manager in London. You’ll manage a portfolio of 25–35 SaaS client accounts, guiding them from onboarding to renewal and expansion.

You’ll work with top brands, driving product adoption and delivering real value through proactive engagement and strategic insights. Based in London with a hybrid work environment, you’ll leverage strong communication and relationship-building skills to understand client goals, map stakeholders, and coordinate with Product,