Customer Success Manager jobs in United Kingdom

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base of more than 40,000 and a team of over 220 in the USA, Australia, UK, Canada and New Zealand.

The Sales Team is essential for building strong customer and partner relationships that enable the achievement of business targets. To project a positive first impression of Actionstep that accurately represents the Actionstep product and value proposition. To clearly articulate how at a strategic level Actionstep can enable our customers the opportunity to be successful, through giving them the time and freedom to focus on what they do best; ‘be lawyers’. To continuously improve and develop relevant and fit for purpose sales methodology and capability across the entire sales function.

Working closely with Account Managers and Customer Success Teams, the Customer Development Manager will analyse usage patterns, uncover unmet needs, and proactively position relevant add-ons or upgrades. This role bridges the gap between service delivery and sales, ensuring existing clients receive maximum value while contributing to the company’s broader sales targets. They also help inform product development and marketing strategies by surfacing customer insights and identifying trends.

As the Customer Development Manager, you will focus on cross-selling opportunities within our existing customer base. In this role, you will leverage strong relationships with current clients to identify additional products that can meet their evolving needs, while driving revenue growth. You will be responsible for nurturing long‑term client relationships and creating tailored sales strategies that maximize customer retention and satisfaction.

In this role, you will…

• Cross‑Sell to Existing Clients: Identify opportunities within the existing customer base for upselling and cross‑selling additional products.
• Customer Relationship Management: Build and maintain strong relationships with key decision‑makers within existing accounts to understand their current and future needs.
• Partner Relationships: Nurture relationships with key partners to help drive revenue through our mutual customers.
• Sales Strategy & Planning: Develop customized strategies and campaigns to maximize customer value and increase sales across various product lines.
• Collaboration with Teams: Work closely with the Account Management, Customer Support, and Marketing teams to ensure a seamless experience for customers and to align cross‑sell efforts with client objectives.
• Product Knowledge: Stay up‑to‑date with all product offerings to effectively communicate and recommend relevant solutions to customers.
• Pipeline Management: Track and manage sales opportunities, providing regular updates on progress and outcomes.
• Reporting: Maintain accurate records of sales activities, opportunities, and customer interactions through the CRM system.
• Customer Retention & Satisfaction: Ensure customer satisfaction by addressing any concerns and providing exceptional service throughout the sales cycle.
• Achieve Sales Targets: Meet or exceed sales goals and KPIs by effectively cross‑selling and upselling within the current customer base.

• Build and maintain strong working relationships with all internal and external parties ensuring transparent, proactive and effective communication always.
• Attending and proactively contributing to customer, partner and internal meetings with the view to add value in a constructive manner.

• Actively looking to build own career through delivery of self and assisted professional development initiatives.
• Being a thought leader both within Actionstep but also in the wider industry.
• Staying abreast of industry best practice patterns, products and technologies and assisting in process improvement activities as required.

• Proactive in identifying and participating in the continuous improvement of processes and procedures within the Sales Team.
• Actively contribute to the development and maintenance of a strong department culture ensuring knowledge and experience is shared.

• Assume responsibility for your own and others safety and wellbeing, following all safety and wellbeing procedures and instructions, including reporting hazards, incidents and accidents and participating in safety and wellbeing initiatives and programmes as required.

• Undertaking any other reasonable duties as required.

Excellent Communicator: You are comfortable communicating with customers and internal teams and saying no when you need to.

Relationship Builder: You have strong skills in cultivating and maintaining relationships with clients is crucial for success by being personable, empathetic, and able to understand clients' needs.

Negotiator: You can negotiate terms, contracts, and pricing that strikes deals that benefit both the client and Actionstep.

Problem Solver: You are proactive and resourceful in resolving issues.

Strategic Thinker: You understand the broader business goals and aligning them with client objectives by analysing data, identifying opportunities, and devising plans for growth.

Essential:

• Exposure to and knowledge of the legal industry (practice management software experience and accounting experience)
• Proven track record of IT/SaaS sales (meeting and exceeding targets)
• Ability to assess customer needs and build strong, trusted relationships at all levels
• Willing to go the extra mile with a strong work ethic; self‑directed and resourceful
• Strong technical aptitude and fluency in Actionstep's technology and the industry
• High energy and positive attitude
• Strong presentation skills
• Excellent verbal and written communication skills
• Ability to work in a fast‑paced environment with minimal supervision
• Ability to research, identify, qualify, drive and close opportunities
• Able to work autonomously yet contribute effectively as a team player
• Experience using Salesforce CRM

Desirable:

• Formal sales training or certification (e.g., SPIN Selling, Challenger Sales).
• Bachelor's degree in Business, Marketing, or a related field.

• Ability to work in both team and individual capacities.
• Ability to manage multiple streams of work effectively.
• Ability to manage your daily workload through best practice time management techniques.
• Great communication and interpersonal skills.
• Passionate about teamwork and collaboration.

• Further develop and grow your sales technique with the support and sponsorship of your sales leadership
• Flexible working
• Unlimited leave
• Competitive salary
• Pension contributions
• Private medical, dental and life insurance
• Socials, lunches and team‑building events
• Outstanding office in Kings Cross, with free barista‑made espresso drinks and free beer on tap
• Relaxed and friendly team who genuinely care about and trust one another
• Fantastic training and development opportunities
• 70k salary range