CrewBloom is seeking a proactive and customer-focused Customer Success Manager (CSM) to join its growing UK team. As the primary point of contact for clients, you’ll ensure they achieve their desired outcomes with CrewBloom’s products and services. This role is ideal for professionals with SaaS, account management, or customer success experience who thrive in building long‑term relationships and driving customer satisfaction, retention, and growth.
Key Details
- Job Title: Customer Success Manager (UK)
- Employer: CrewBloom
- Location: Glasgow (Remote – UK‑based)
- Salary: Competitive
- Hours: Full‑Time
- Contract Type: Permanent
Role Overview
The Customer Success Manager will guide clients through onboarding, training, and ongoing support. You’ll act as a trusted advisor, advocate for customer needs, and collaborate with internal teams to resolve issues, improve user experiences, and identify opportunities for upselling or cross‑selling.
Key Responsibilities
- Customer Relationship Management: Serve as the primary contact for onboarding, training, and support; build strong client relationships.
- Onboarding & Training: Guide new customers through smooth product implementation; conduct tailored demos and training sessions.
- Retention & Growth: Monitor customer health and engagement; identify risks and opportunities for expansion; collaborate with sales and marketing on upsell/cross‑sell opportunities.
- Support & Issue Resolution: Act as customer advocate; coordinate with technical and product teams to resolve issues and improve experiences.
- Performance Metrics & Reporting: Track and analyze NPS, churn, and satisfaction; provide regular reports and insights to management.
Eligibility Requirements
- 3+ years of experience in customer success, account management, or related field
- Experience in SaaS, e‑commerce, or finance industries (preferred)
- Strong interpersonal and communication skills
- Excellent problem‑solving and conflict‑resolution abilities
- Proficiency in CRM software (Salesforce, HubSpot) and customer success tools (Gainsight, Totango)
- Ability to analyze data and make informed decisions
- Customer‑first mindset with passion for helping others succeed
Technical & Work Environment Requirements
- Internet: Primary connection (15 Mbps minimum) + backup (10 Mbps minimum, power‑outage capable)
- Primary Device: Desktop/laptop with Intel Core i5 (8th gen+), i3 (10th gen+), AMD Ryzen 5, or equivalent; 8 GB RAM minimum
- Backup Device: Must meet/exceed Intel Core i3 performance; functional during power interruptions
- Peripherals: Webcam, noise‑canceling USB headset, smartphone for communication/verification
- Workspace: Quiet, dedicated home office space
Benefits
- Fully remote work with flexible arrangements
- Fun, inclusive, and innovative team culture
- Daily opportunities to learn, innovate, and excel
- Limitless career growth with resources to propel your career forward
- High‑energy, engaging atmosphere with stimulating challenges and rewards
- Work‑life balance: eliminate commutes, enjoy more time with loved ones, and integrate personal and professional life seamlessly
Why This Role Stands Out
- Impactful work: Drive customer satisfaction, retention, and growth in a dynamic SaaS environment.
- Flexibility: Remote‑first role with freedom to create your ideal work environment.
- Career growth: Unlock limitless opportunities to advance within a fast‑paced, innovative company.
- Supportive culture: Join a team that values unique contributions and fosters professional development.
How to Apply
Click here to Apply via lndeed. Submit your CV and a cover letter highlighting your customer success experience, SaaS knowledge, and ability to build strong client relationships.
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