Customer Success Manager

Customer Success Manager

Bournemouth | Hybrid (3 Days Office / 2 Days Home)

£30,000+ Commission | Realistic OTE £52,000

Monday to Friday, 09:00 - 17:30

Are you a commercially minded customer-facing professional who thrives in a fast-paced, target-driven environment? Do you enjoy building relationships, helping customers achieve results, and identifying opportunities for growth?

You'll manage a portfolio of existing customers and so this is a high-activity role where success comes from building strong customer relationships through regular phone and video engagement.

You'll help customers maximise value from the platform while driving retention, identifying commercial opportunities, and contributing to overall business growth.

The Role as a Customer Success Manager

As a Customer Success Manager, you'll take ownership of a portfolio of over 200 subscribers, working closely with both users and decision-makers to ensure they achieve their goals.

You'll be responsible for delivering a high volume of quality customer interactions, helping clients embed the systems into their daily workflows and get the most from their subscription.

Alongside customer success activities, you'll play an important commercial role by supporting contract renewals and identifying upsell and cross-sell opportunities, with strong performance rewarded through our commission scheme.

Key Responsibilities of a Customer Success Manager

Manage a portfolio of 200+ customers, developing strong relationships across multiple stakeholders.
Conduct regular outbound calls and online meetings to understand customer objectives, challenges, and opportunities.
Demonstrate how you can help customers target projects, track opportunities, and stay ahead of competitors.
Deliver engaging online training sessions and platform demonstrations.
Maintain a high volume of weekly customer touchpoints across phone, email, and video channels.
Monitor customer usage, engagement levels, and satisfaction to proactively identify and mitigate renewal risks.
Create focused account plans with clear actions, timelines, and measurable goals.
Lead value-driven commercial conversations to uncover upsell and cross-sell opportunities and pass qualified leads to the Account Management team.
Maintain accurate records and activity tracking within Salesforce and other internal systems.
Share customer insights and feedback with Sales, Product, Marketing, Content, and Finance teams to support continuous improvement.

About You

We're looking for someone who enjoys working towards clear goals and is motivated by delivering strong results for both customers and the business.

You may already be working in Customer Success or Account Management, or perhaps you're ready to step up from a BDR, SDR, telesales, or inside sales role.

You'll Have:

Experience in customer success, account management, inside sales, telesales, or a similar customer-facing position.
Confidence communicating with customers over the phone and via video meetings.
Strong presentation skills and the ability to handle questions and objections professionally.
A good understanding of SaaS or subscription-based businesses, including the importance of onboarding, engagement, retention, and renewals.
Experience using CRM systems, ideally Salesforce.
Strong organisational skills with excellent attention to detail.
Commercial awareness and the confidence to identify growth opportunities without being overly sales-focused.
A resilient and proactive approach, with the ability to manage a busy portfolio and work irable:

Experience with in the construction sector.
Experience selling to construction businesses or building product suppliers.

What's on Offer?

Competitive basic salary plus commission.
Realistic on-target earnings of £52,000.
Hybrid working model: 3 days in the Bournemouth office, 2 days from home.
Clear performance targets and genuine earning potential.
Opportunity to join an established market-leading business with strong growth ambitions.
Collaborative, supportive team environment with ongoing development opportunities.

If you're passionate about customer success, enjoy building relationships, and want a role where your efforts directly…