Senior Customer Success Manager - B2B SaaS & Renewal Growth

Centellic; Greater London; On-site; GBP 40,000 - 70,000; Full time

Benefits offered by this job

Eye care

Employee Assistance Programme

Pension

Life assurance

Cycle to work scheme

Season ticket loan

Wellbeing allowance

Private healthcare

Company socials

Mentoring scheme

Job summary

Centellic is seeking a Customer Success Manager to oversee a portfolio of Lexology PRO and SPG customers in London. You will drive retention, adoption, and satisfaction, while coordinating with Sales, Product, Marketing, Support and Retention teams to deliver a consistent experience.

You will develop proactive success plans, monitor health metrics, identify risks and opportunities, and contribute to scalable engagement programmes that support growth and long-term retention.

Qualifications

• Experience in a customer-facing B2B role; CS or account management experience is advantageous.
• Strong communication, relationship-building and organisational skills.
• Experience delivering digital-first customer engagement (automated journeys, webinars, campaigns).
• A proactive, customer-focused and commercially aware approach.
• Confidence using data and customer insight to prioritise actions and improve outcomes.
• Knowledge of CS platforms such as ChurnZero, Gainsight or Planhat.

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 Success

Account management

Communication

Relationship building

Data-driven

CS platforms

Subscription services

Tools

ChurnZero

Gainsight

Planhat

Job description

Centellic is seeking a Customer Success Manager to oversee a portfolio of Lexology PRO and SPG customers in London. You will drive retention, adoption, and satisfaction, while coordinating with Sales, Product, Marketing, Support and Retention teams to deliver a consistent experience.

You will develop proactive success plans, monitor health metrics, identify risks and opportunities, and contribute to scalable engagement programmes that support growth and long-term retention.