Customer Success Manager

Customer Success Manager (SaaS, Supply Chain Software)

Shape the future of a growing Customer Success function with leadership trajectory.

A Customer Success Manager is required by a software vendor delivering an award‑winning AI‑powered end‑to‑end supply chain planning platform trusted by retailers, wholesalers, and manufacturers globally. With ~200 active customers and a scaling Customer Success capability, this is a genuine opportunity to take strategic ownership of enterprise relationships and influence the direction of the Customer Success function. Hybrid working within 2 hours of Birmingham.

Salary £40,000-£60,000 + £20,000-£40,000 bonus potential.

Qualifications

• Experience in Customer Success, Strategic Account Management, or commercial relationship ownership
• Delivered Quarterly Business Reviews (QBRs) and surfaced commercial growth opportunities
• Managed mid‑to‑large enterprise customers (£10M-£100M+ turnover)
• Worked with SaaS, ERP, supply chain, planning, analytics, or enterprise software platforms
• Acted as the customer advocate across delivery, professional services, and sales teams

Responsibilities

You will help shape Customer Success structure, engagement models, and process maturity. You will move beyond reactive account handling into true strategic relationship ownership with enterprise stakeholders. You will gain exposure to £100M‑level organisations and play a visible role in revenue expansion strategy.

Day to day, the Customer Success Manager will manage a portfolio of ~80 customers, acting as the primary strategic contact across stakeholders and executive sponsors. You'll run structured QBRs, identify adoption gaps, increase platform value realisation, coordinate activity across delivery and professional services teams, surface expansion opportunities for sales, and support long‑term retention and growth strategy across enterprise accounts. You will also help shape the evolution of the Customer Success function itself.

Role Highlights

• Leadership trajectory toward Head of Customer Success responsibility
• Strategic ownership of enterprise‑level customer relationships
• Direct commercial impact through expansion opportunity identification
• Influence over Customer Success processes and structure
• Exposure to large‑scale supply chain transformation programmes

If you are a commercially aware relationship builder who enjoys acting as the voice of the customer and wants a platform to grow into leadership, this is a standout opportunity.

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