SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.
SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.
HOW WILL YOU MAKE A DIFFERENCE?
We are seeking an experienced and proactive Customer Success Manager (CSM) to support Pod Leaders in driving both exceptional client outcomes and operational excellence. This role blends internal performance and process support with direct client engagement, acting as a trusted extension of the Pod Leader across client delivery, escalations, and health management.
The successful candidate will support Pod Leaders with client calls, escalations, health scores, NPS, forecasting, quality assurance, and performance insight, while also maintaining responsibility for internal standards such as call quality, reporting, coaching feedback, and consistency of delivery across the pod.
This is a pivotal role for someone who is comfortable operating across clients, team members, and leadership—bringing structure, insight, and calm ownership to complex situations.
Varied Day To Day Responsibilities
Pod & Leadership Support
- Act as a key support partner to the Pod Leader, helping to ensure consistent, high-quality delivery across all clients within the pod.
- Provide operational and performance insight to Pod Leaders, highlighting risks, opportunities, and recommended actions.
- Step in as a senior point of contact during periods of high demand, absence, or escalation.
Client Support & Engagement
- Support and attend client calls as required, including renewals, QBRs, escalations, risk discussions, and expectation-setting conversations.
- Act as a named or secondary point of contact for select clients where appropriate.
- Support resolution of client complaints and escalations in partnership with the Pod Leader, ensuring timely, professional, and well-documented outcomes.
- Ensure learnings from escalations and complaints are fed back into process improvements and team coaching.
Client Health, NPS & Sentiment Ownership
- Maintain oversight of client health scores, risk indicators, and sentiment across the pod.
- Proactively identify at-risk accounts and work with Pod Leaders to define and track mitigation plans.
- Own responsibility for monitoring, analysing, and improving NPS and client feedback within the pod.
- Ensure client sentiment is accurately reflected in CRM systems and forecasting.
Call Quality, Reviews & Standards
- Review client calls (recordings or transcripts) for quality, compliance, and effectiveness.
- Score calls against agreed criteria and provide structured feedback to support continuous improvement.
- Identify common strengths, gaps, and coaching trends to share with Pod Leaders and the wider CS function.
Reporting, Forecasting & Insight
- Prepare and maintain pod-level reporting, covering:
- Client health and risk
- NPS and feedback trends
- Renewal and retention forecasting
- Activity and outcome metrics
- Support forecasting accuracy by validating health data, risks, and renewal confidence with Pod Leaders.
- Surface insights that enable earlier intervention and better decision‑making.
Coaching, 1:1 Support & Development
- Support or participate in 1:1s where required, particularly where performance, quality, or client issues are identified.
- Capture development needs, actions, and follow‑ups, supporting Pod Leaders in driving accountability.
- Contribute to upskilling initiatives by sharing best practice from client interactions and call reviews.
Process Improvement & Consistency
- Identify opportunities to improve consistency, efficiency, and quality across pod delivery.
- Support the documentation and rollout of best practices, playbooks, and client standards.
- Champion CRM hygiene, accurate client data, and consistent use of internal tools.
WHAT ARE WE LOOKING FOR IN A CANDIDATE?
- Proven experience as a Customer Success Manager in a client-facing role.
- Strong confidence engaging with clients, including senior stakeholders and escalations.
- Experience managing or influencing client health scores, retention risk, and NPS.
- Strong analytical skills with experience in reporting, forecasting, and insight generation.
- Excellent communication skills—able to balance empathy with firmness when required.
- High attention to detail and strong organisational capability.
- Comfortable reviewing calls, providing structured feedback, and supporting coaching conversations.
- Experience using CRM platforms (e.g. HubSpot) and call recording/QA tools.
- Calm under pressure, solution‑oriented, and highly collaborative.
WHAT IS LIFE LIKE AT SMARTSEARCH?
- We are a multi‑award winning Tech company with an aspirational mentality
- Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
- We have been Great Place To Work Certified since 2022
- There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
- We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community
Company Benefits
Our comprehensive benefit package includes:
- 25 days holiday rising to 30 with each year of service
- Private Medical Insurance covering dental and optical
- Company pension scheme
- Life Assurance – 4x your annual salary
- 1 day paid volunteering per year
- Enhanced maternity / paternity offerings
- Employee Assistance Programme
- Cycle to work scheme
- On site gym
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