Customer Success Account Manager

Job Title:

Customer Success Account Manager / Senior Customer Success Account Manager Salary: £29,000 - £35,000 base salary + commission + discretionary bonus (OTE £45-50k) Senior Salary: £35,000 -£45,000 base + commission + discretionary bonus (OTE £50-60k)

Location:

Bath – hybrid from your first day (2 office days) Join one of the UK's leading Public Sector SaaS businesses.

At Contracts Advance, we're helping organisations across the UK find and win public sector contracts. Since 2008, we've grown into a thriving SaaS business, with more than 3000 organisations using our services to identify opportunities.

But what really sets us apart is our people.

With over 35% year-on-year growth, ambitious plans and a team of talented, driven individuals, we're creating an environment where people can build meaningful careers, make a genuine impact and grow alongside the business.

If you're looking for a role where you'll be supported, challenged and given the opportunity to develop, there's never been a more exciting time to join us.

As a Customer Success Account Manager at Contracts Advance, you'll own a portfolio of customers, helping them get real value from our platform while building trusted relationships that drive engagement, retention and growth.

You’ll guide customers through a structured success journey, from a strategic onboarding to quarterly reviews. You’ll provide proactive support and ensure smooth renewal handovers: ensuring every customer gets measurable value from our platform.

If you are a Senior Customer Success Account manager, as a senior member of the team, you'll lead by example through your performance, activity and professionalism. You'll play an active role in supporting and mentoring colleagues, sharing best practice, providing feedback to management and contributing ideas to improve processes and drive continued success across the wider Customer Success function.

• Welcome new customers and set them up for success from day one.
• Lead personalised onboarding sessions that align our platform and services with each customer’s goals.
• Build trusted relationships with decision‑makers and key stakeholders through regular phone, video and email communication.
• Run proactive review meetings to measure progress, celebrate success and create action plans where additional support is needed to drive product adoption.
• Monitor customer health scores and intervene early to improve adoption, engagement and overall customer outcomes.
• Share insights, best practice and product guidance that help customers get more value from Contracts Advance.
• Identify opportunities to introduce additional products or services where they’ll genuinely benefit the customer.
• Maintain accurate CRM records and partner closely with wider business stakeholders to ensure a seamless customer experience from onboarding through to renewal.
• Senior Customer Success Managers will support the growth and success of the Customer Success team through onboarding, coaching and developing new starters, sharing best practice and feedback, contributing to process improvements, and leading by example in demonstrating company values, professionalism and accountability.

• You’re organised, self‑motivated and enjoy taking ownership of customer outcomes and measurable success.
• 3+ years’ experience in Customer Success or Account Management, ideally within a SaaS environment. (5+ years to be considered for the Senior role)
• Proven ability to build trusted customer relationships and keep accounts engaged over the long term. Comfortable working with key customers and scaled portfolios.
• Confidence leading conversations over phone and video, with excellent communication and listening…