Customer Success Manager; SMB & Mid-Market

Role Overview

We’re looking for a Customer Success Manager who will be the primary point of contact for a portfolio of 30 or more SMB and mid‑market customers, helping them get genuine, measurable value from our Mar Tech platform. You will build strong working relationships, drive adoption, spot early signs of risk, and identify opportunities for accounts to grow.

This is an ideal role for someone with 1–2 years of experience in a customer‑facing SaaS role who is ready to take full ownership of a large, varied portfolio. You are organised, proactive, and energised by the variety that comes with managing customers at different stages of their journey. You do not wait to be asked—you take the initiative, bring fresh ideas, and genuinely care about the outcomes your customers achieve.

You will work closely with Sales, Support, and Product teams to ensure every customer in your portfolio has what they need to succeed and to make sure their voice is heard inside the business.

Customer Relationships

• Own the day‑to‑day relationship for a portfolio of 30+ SMB and mid‑market accounts, acting as their primary contact and trusted point of guidance.
• Build strong, positive relationships with key stakeholders at each account, typically marketing managers, CRM leads, and digital teams.
• Proactively check in with customers at regular intervals, not just when issues arise, to maintain engagement and understanding of their evolving needs.
• Handle escalations with professionalism and urgency, coordinating internally to resolve issues quickly and keep customers confident.

Onboarding & Adoption

• Monitor product usage across your portfolio and identify customers who are under‑utilising the platform, creating targeted plans to improve adoption.
• Run training sessions, walkthroughs, and check‑in calls tailored to each customer’s use case and technical maturity.
• Maintain clear success plans for each account that align platform capabilities to the customer’s business goals.

Retention & Growth

• Own renewal outcomes for your portfolio, forecasting accurately and identifying at‑risk accounts early enough to intervene effectively.
• Proactively identify upsell and cross‑sell opportunities and pass qualified leads to the Sales team with relevant context.
• Reduce churn by building scalable, repeatable processes for engagement, health monitoring, and risk response across a large book of business.
• Contribute to Net Revenue Retention (NRR) targets by keeping customers healthy, engaged, and growing.

Voice of the Customer

• Gather and consolidate customer feedback from across your portfolio and share structured insights with Product, Marketing, and Leadership.
• Contribute to CSAT and NPS programmes, following up on responses and owning action plans at the account level.
• Identify customers with strong outcomes who could contribute to case studies, testimonials, or referral programmes, and connect them with the Marketing team.

Process & Improvement

• Maintain accurate, up‑to‑date records of customer activity, health scores, and account status in the CRM.
• Continuously look for ways to improve how the team operates, building playbooks, improving templates, or suggesting better tooling.
• Share learnings and best practices with colleagues to help raise the standard of the whole CS team.

Essential Experience

• 1–2 years of experience in a Customer Success, Account Management, or customer‑facing role within a B2B SaaS company.
• Comfortable managing a high‑volume portfolio of accounts (30+) with varying levels of complexity and maturity.
• Demonstrable experience driving product adoption and customer engagement, with examples of accounts you have turned around or grown.
• Confident running calls, product walkthroughs, and training sessions independently.
• Experience using a CRM (Salesforce, Hub Spot, or similar)
• Familiar with AI productivity tools and keen to adopt new technologies that improve efficiency and client outcomes.

Desirable Experience

• Background in Martech, CRM, marketing automation, or data‑driven marketing a strong advantage and will accelerate your ramp time significantly.
• Experience working with SMB or mid‑market customers, where speed,…