The Role
As a Customer Success Manager, you will own the ongoing product relationship for a portfolio of customers. You’ll be responsible for onboarding, activation, and long‑term engagement — ensuring users are confident, informed, and consistently deriving value from the platform.
You will act as the primary product specialist for your accounts, combining technical understanding, customer empathy, and proactive engagement to support strong outcomes.
Key Responsibilities
- Lead onboarding for new customers, delivering a structured and personalised introduction to the platform.
- Drive user activation and feature adoption across your account portfolio, with clear ownership of engagement outcomes.
- Serve as the first point of contact for product, methodology, and usage questions — building deep expertise over time.
- Run regular account check‑ins, training sessions, and enablement touchpoints with users.
- Monitor account health signals and proactively identify potential risks or disengagement.
- Capture and relay customer feedback and insights to internal stakeholders to inform product improvement.
- Partner closely with account management and commercial teams to ensure a seamless customer experience end‑to‑end.
What We’re Looking For
Essential Experience
- 2–4 years’ experience in customer success, account management, or a similar client‑facing role within a B2B SaaS business.
- Proven capability managing multiple accounts while driving product usage and customer satisfaction.
- Strong product mindset — comfortable learning complex tools and explaining them clearly to users.
- A proactive approach to customer engagement, with the ability to identify and address issues early.
Desirable Attributes
- Exposure to sectors such as energy, infrastructure, analytics, or research‑led products.
- Familiarity with modern customer success or CRM tooling.
- Curiosity about complex markets and willingness to build subject‑matter knowledge over time.
Why This Role
- Join a scaling business at a formative stage of its customer success function
- High ownership and influence over how customer success is delivered
- Opportunity to work with sophisticated users on complex, high‑impact decisions
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