Strategic Customer Success Partner

Capillary Technologies; England; On-site; GBP 45,000 - 65,000; Full time

Job summary

Capillary Technologies is seeking a proactive Customer Success Manager to own the post-sale client journey. You will act as the primary advisor for our clients, manage deliverables, and conduct regular meetings to ensure high product adoption.

You will build trust-based relationships with key stakeholders, track health metrics, and secure renewals while identifying upsell opportunities. Collaboration with Product and Tech will be essential to drive tangible outcomes.

Qualifications

• 2–4+ years in Customer Success, Account Management, or Client Services (SaaS/B2B preferred).
• Map ambiguous business problems to Capillary offerings.
• Identify opportunities for upsell/cross-sell.
• Adapt to a rapidly evolving tech environment.
• Exceptional written, verbal, and executive-level presentation skills.
• Strong analytical mindset to interpret usage data, health scores, and customer feedback.
• Ability to manage multiple clients simultaneously without losing details.

Responsibilities

• Own the post-sale client journey and act as primary advisor for clients.
• Manage deliverables, conduct regular client meetings, ensure high product adoption.
• Build trust-based relationships with key client stakeholders and day-to-day users.
• Proactively track account health metrics, flag churn risks, and renew contracts; identify upsell opportunities.
• Conduct regular Business Reviews to map client goals to product capabilities and outcomes.
• Coordinate cross-functionally with Product and Tech to drive enhancements.

Skills

Customer Success

Account Management

SaaS/B2B

Stakeholder Communication

Data Analysis

Cross-functional Collaboration

Job description

Capillary Technologies is seeking a proactive Customer Success Manager to own the post-sale client journey. You will act as the primary advisor for our clients, manage deliverables, and conduct regular meetings to ensure high product adoption.

You will build trust-based relationships with key stakeholders, track health metrics, and secure renewals while identifying upsell opportunities. Collaboration with Product and Tech will be essential to drive tangible outcomes.