Strategic Customer Success Manager — Growth & Renewal

SmartSearch; Ilkley; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days holiday rising to 30 with each

Private Medical Insurance

Company pension scheme

Life Assurance – 4x annual salary

Volunteer day

DE&I initiatives

Cycle to work scheme

Job summary

SmartSearch, a UK-based AML verification software provider, is seeking a Customer Success Manager to nurture Strategic Accounts, renew with confidence and drive growth. The role emphasizes high-touch engagement, risk-aware planning and value-led conversations with senior stakeholders.

You will manage a portfolio of mid-market to high-value customers, use HubSpot for health and renewal signals, and collaborate across teams to expand product adoption, including Credas identity verification.

Qualifications

• Experience in account management or customer success, managing a portfolio of mid-market or high-value B2B customers.
• Track record of meeting retention and expansion targets.
• Strong commercial skills, including renewal negotiation and value-led selling.
• Confident building relationships with senior stakeholders and decision makers.
• Experience building and running account plans.
• Disciplined CRM use and forecasting, ideally in HubSpot.
• Experience in regulated sectors such as financial services, legal, property or accountancy.
• Working knowledge of MEDDIC or a similar sales methodology.
• Understanding of AML, KYC or identity verification.

Responsibilities

• Own a portfolio of Strategic Accounts and their retention and growth targets.
• Build and maintain account plans for priority accounts, with clear objectives, success criteria and next steps.
• Manage the portfolio using health, usage, renewal and expansion signals in HubSpot.
• Build strong relationships with key stakeholders, including decision makers and executive sponsors.
• Meet customers in person where it adds value, with clear success criteria agreed beforehand.
• Run adoption and value reviews that show the impact SmartSearch is having on each customer's business.
• Agree success criteria with customers and track progress against them.
• Capture value evidence, case studies and testimonials.
• Lead renewal conversations and negotiations and manage contractual obligations.
• Identify and own value-led expansion opportunities, using sector propositions and expansion routes.
• Introduce new products and developments where they solve a customer need, including Credas identity verification.
• Forecast accurately each week and month and bring opportunities forward where possible.

Skills

Account management

Customer success

Renewal negotiation

Relationship building

Forecasting

MEDDIC

AML/KYC knowledge

Tools

HubSpot

Job description

SmartSearch, a UK-based AML verification software provider, is seeking a Customer Success Manager to nurture Strategic Accounts, renew with confidence and drive growth. The role emphasizes high-touch engagement, risk-aware planning and value-led conversations with senior stakeholders.

You will manage a portfolio of mid-market to high-value customers, use HubSpot for health and renewal signals, and collaborate across teams to expand product adoption, including Credas identity verification.