Customer Success Manager

Customer Success Manager

Location:

Birmingham – Hybrid (1–2 days per week in the office)

Salary:
Up to £40,000 + commission

Benefits:
Private medical, enhanced pension, 25 days holiday + bank holidays, electric car scheme, cycle to work

Our client, a growing SaaS organisation within the fintech space, is hiring a Customer Success Manager to support and expand its rapidly increasing customer base.

This role offers the opportunity to play a key part in shaping Customer Success best practice within a scaling business, while building long-term client relationships and driving retention, renewal, and upsell activity.

What you’ll do

Onboard new clients and guide them through a successful SaaS adoption journey

Manage and develop client relationships, ensuring value, ROI, and long-term engagement

Proactively identify and support at-risk accounts

Deliver ongoing training and support to users

Drive renewals, retention, and upsell performance against targets

Capture customer feedback and testimonials to support product and sales teams

Maintain accurate activity and pipeline data within the CRM

Collaborate closely with internal teams to influence product improvements

Contribute ideas to increase user engagement and platform adoption

You’ll work closely with Customer Success, Sales, Product, and wider business teams to ensure clients receive a consistently high-quality experience.

What we’re looking for

Proven experience in SaaS Customer Success or SaaS Account Management (essential)

Strong client-facing communication skills, including presenting and stakeholder management

Experience with renewals, upselling, and contract discussions

Highly organised, with the ability to manage multiple accounts and priorities

Comfortable working with CRM platforms (Hub Spot or similar)

The ideal candidate will bring a client-first mindset, commercial awareness, and a proactive, delivery-focused approach. You’ll enjoy working in a fast-growing, collaborative SaaS environment with genuine scope to progress as the business scales.

Why join?

Join a rapidly growing SaaS business with clear progression opportunities

Play a hands-on role in shaping Customer Success processes

Hybrid working with flexibility

Competitive benefits package focused on wellbeing and work–life balance