Customer Success Manager Customer Success

Role specifics

• Salary range: up to £65k
• Reporting to:
  Customer Success Manager & Team Lead
• Key stakeholders:
  Professional Services, Solution Consultants, Support, Tech and Product teams
• Organisational Framework Level: 3 – Professional Specialist

As a Customer Success Manager, you will be the trusted partner for our customers, ensuring their experience with Clue is not only positive but transformative. By building lasting relationships with stakeholders at all levels, you will guide organisations on a journey to unlock the full enterprise-wide value of Clue - helping them embed its use across teams, functions, and workflows. Your role is pivotal in driving adoption, surfacing strategic opportunities, and enabling customers to realise measurable impact from their investment in Clue.

You will work closely with customers to ensure they are confident in using our product, thereby maximising its value and impact for their organisation. Additionally, you will create and execute customer success plans that focus on customers’ long‑term goals and strategic outcomes and help shape and improve internal processes to ensure the best possible customer journey for your customers.

The ideal Customer Success Manager sits at the intersection of three core strengths: domain expertise, proven SaaS Customer Success experience, and the mindset of a trusted advisor. You not only understand the industry landscape but also bring a track record of driving customer outcomes through proactive engagement and strategic guidance. You are naturally curious, solution-oriented, and relentless in removing barriers to success - someone who gets things done while building lasting, value‑driven relationships.

What do we mean by domain expertise? Our highly configurable platform is built to support a wide range of investigative, and intelligence use cases across sectors. Candidates with experience in investigations, intelligence management, or related fields
-whether in the public sector (e.g., law enforcement, intelligence, regulatory bodies) or private sector (e.g., corporate investigations, compliance, risk) will be well‑positioned to guide customers in applying the system effectively. This background helps build trust with users, foster a deeper understanding of their operational needs, and enables more tailored, proactive support. Ultimately, it helps ensure customers continue to realise meaningful, recurring impact from our platform over time.

Customer Relationships: Build strategic, trusted‑advisor relationships across key customer stakeholders, understanding their objectives, challenges and measures of success to drive long‑term value.

Customer Health: Monitor customer health using engagement, adoption, support, and commercial indicators. Proactively identify risks and opportunities and work cross‑functionally to improve customer outcomes

Renewals
:
Lead renewal strategies across your customer portfolio, delivering strong retention outcomes while identifying opportunities to expand customer value through additional products, services, and use cases.

Risk Mitigation: Proactively identify commercial, operational, and engagement risks that may impact customer retention. Develop and execute recovery plans in partnership with cross‑functional teams to improve customer outcomes and reduce churn risk.

Product Knowledge
:
Applying strong product knowledge to support customers throughout their Clue journey, driving faster adoption and greater value realisation

Enterprise and Strategic Account Plans
:
Work collaboratively with the BD, Sales, Solutions Consultancy and Professional Service teams to support long term growth and success opportunities

Identify Expansion Opportunities
:
Identify…