Overview
Customer Success Manager
Kingston-Upon-Thames | £50,000 – £55,000
We’re working with an established high-growth B2B/SaaS business that are looking for a Customer Success Manager to own the day-to-day experience for a portfolio of their higher-value, more complex enterprise clients.
This is a role for someone who’s ready to move beyond “task completion” and into real ownership – someone trusted to read a client’s business, make judgement calls, and turn delivery into a strategic relationship, not just a service ticket.
Why this role, why now?
The business runs Customer Success in close partnership with Account Management – commercial ownership sits with the AM, so you’re not carrying quota pressure. Instead, you own the relationship, the delivery, and the value story clients see throughout the year. That means real client-facing responsibility and autonomy, without the reactive, admin-heavy version of the role you may have experienced elsewhere.
The opportunity
This is a business that trusts its CSMs with genuine complexity – higher-value accounts, real autonomy, and the expectation that you’ll spot risk and opportunity before anyone has to ask. They’re looking for someone who can walk into that trust and build on it from day one.
What you’ll own
- End-to-end delivery across your accounts – from request through to execution
- The day-to-day client relationship – becoming a trusted advisor, not just a point of contact
- A structured programme of client reviews – monthly pacing checks, quarterly reviews, and a mid-year deep-dive
- Insight-led reporting that builds a clear, cumulative picture of value delivered
- Early identification of commercial risk and growth signals, surfaced to the Account Manager with real context
- A full-year performance pack ahead of every renewal, setting the AM up to win the conversation
What you need to be successful
- 2-5 years’ experience in a client-facing customer success, or client services role – ideally media, recruitment, advertising, or a comparable B2B environment
- Experience managing higher-value or complex accounts with real autonomy and trust
- Strong analytical judgement – able to read performance data and turn it into a confident recommendation
- A proactive, ownership mindset – you take responsibility for outcomes, not just activity
If this role sounds of interest, apply with your CV ASAP!
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