Location: Birmingham – Hybrid (1–2 days per week in the office)
Salary: Up to £40,000 + commission
Benefits: Private medical, enhanced pension, 25 days holiday + bank holidays, electric car scheme, cycle to work
Our client, a growing SaaS organisation within the fintech space, is hiring a Customer Success Manager to support and expand its rapidly increasing customer base.
This role offers the opportunity to play a key part in shaping Customer Success best practice within a scaling business, while building long-term client relationships and driving retention, renewal, and upsell activity.
What you’ll do
- Onboard new clients and guide them through a successful SaaS adoption journey
- Manage and develop client relationships, ensuring value, ROI, and long-term engagement
- Proactively identify and support at‑risk accounts
- Deliver ongoing training and support to users
- Drive renewals, retention, and upsell performance against targets
- Capture customer feedback and testimonials to support product and sales teams
- Maintain accurate activity and pipeline data within the CRM
- Collaborate closely with internal teams to influence product improvements
- Contribute ideas to increase user engagement and platform adoption
You’ll work closely with Customer Success, Sales, Product, and wider business teams to ensure clients receive a consistently high-quality experience.
What we’re looking for
- Proven experience in SaaS Customer Success or SaaS Account Management (essential)
- Strong client-facing communication skills, including presenting and stakeholder management
- Experience with renewals, upselling, and contract discussionsHighly organised, with the ability to manage multiple accounts and priorities
- Comfortable working with CRM platforms (HubSpot or similar)
The ideal candidate will bring a client-first mindset, commercial awareness, and a proactive, delivery-focused approach. You’ll enjoy working in a fast-growing, collaborative SaaS environment with genuine scope to progress as the business scales.
- Join a rapidly growing SaaS business with clear progression opportunities
- Play a hands‑on role in shaping Customer Success processes
- Hybrid working with flexibility
- Competitive benefits package focused on wellbeing and work–life balance
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