Customer Success Manager

Hybrid working: attend Richmond (TW9) based office once or twice a week depending on business needs.

Responsibilities

• Own and manage a defined portfolio of customer accounts, acting as the primary point of relationship ownership.
• Drive customer retention and ensure renewals are completed accurately and on time.
• Develop, maintain, and execute customer success plans, identifying and delivering opportunities for account growth and expansion.
• Take ownership of customer health metrics and Net Promoter Score (NPS), actively driving customer feedback towards positive outcomes through proactive engagement and issue resolution.
• Serve as the customer advocate, ensuring timely, effective resolution of customer questions, issues, and requests.
• Represent the voice of the customer internally, sharing insights and proactively highlighting risks and opportunities to the wider business.
• Act as the escalation point for unresolved issues, coordinating internal teams to achieve prompt resolution.
• Produce regular customer reporting, lead business reviews where applicable, and proactively monitor renewal risks, customer satisfaction levels, and training requirements.
• Collaborate closely with Marketing to ensure relevant and timely content is communicated to customers.
• Manage customer-related administrative tasks in partnership with Sales Support and other internal stakeholders.

Qualifications

• At the beginning or in the early stages of a career in Customer Success.
• Experience in a SaaS or CCaaS environment is advantageous but not essential.
• Customer‑centric, with strong communication and relationship‑building skills.
• Enthusiastic, positive, and brings a proactive, can‑do attitude.
• Self‑motivated, forward‑thinking, and methodical in your approach.
• Strong critical‑thinking and problem‑solving skills; comfortable working in fast‑paced, ambiguous environments.
• Able to collaborate effectively across teams to deliver an excellent customer experience.
• Open to travel and engaging directly with customers and events when required.

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