Senior SaaS Customer Success Manager — End-to-End, Hybrid MK

Identify Solutions; Milton Keynes; Hybrid; GBP 42,000 - 45,000; Full time

Benefits offered by this job

Hybrid work

Two days in Milton Keynes

Job summary

Identify Solutions is seeking a Customer Success Manager in Milton Keynes on a hybrid basis. You will own a portfolio of mid-market SaaS customers, drive retention, adoption and account growth, and partner with product and sales to maximise value.

You'll manage onboarding, run business reviews, identify upsell opportunities and champion customer outcomes while navigating a fast-moving environment. Hybrid model includes two days in Milton Keynes.

Qualifications

• Experience managing SaaS customers through the full lifecycle.
• Strong focus on retention and renewal in mid-market accounts.
• Proven ability to identify and close upsell opportunities.
• Comfort engaging with senior HR, People and business leaders.
• Ability to interpret customer data and provide strategic recommendations.
• Experience working in fast-moving environments with shifting priorities.

Responsibilities

• Manage a portfolio of mid-market SaaS customers.
• Lead onboarding and implementation activities.
• Build relationships with senior HR and business stakeholders.
• Drive platform adoption and customer engagement.
• Conduct regular business reviews and strategic planning.
• Identify retention risks and manage customer health.
• Create and progress upsell and expansion opportunities.
• Deliver on customer satisfaction, retention and revenue targets.
• Collaborate with Product and other internal teams.
• Maintain accurate customer data and success plans in CRM.

Skills

SaaS account management

Customer retention

Upsell & expansion

Stakeholder management

Data-driven decisions

Job description

Identify Solutions is seeking a Customer Success Manager in Milton Keynes on a hybrid basis. You will own a portfolio of mid-market SaaS customers, drive retention, adoption and account growth, and partner with product and sales to maximise value.

You'll manage onboarding, run business reviews, identify upsell opportunities and champion customer outcomes while navigating a fast-moving environment. Hybrid model includes two days in Milton Keynes.