Customer Success Manager - SaaS

An opportunity has arisen for an experienced Customer Success Manager to join an established, market-leading organisation that is continuing its evolution into a modern SaaS and insight-led business.

This isn't a customer service position and it isn't a traditional Account Management role. You'll take ownership of an established portfolio of existing clients, building strategic relationships, protecting recurring revenue and identifying opportunities to grow accounts through a consultative approach.

The business has built an outstanding reputation over several decades and works with some of the UK's best-known employers. Their platform combines SaaS technology, employee insight and consultancy to help organisations improve engagement, retention and performance.

The organisation is looking for an experienced Customer Success professional who can hit the ground running after a structured induction, bring commercial maturity and confidently manage senior stakeholder relationships from day one.

This is a fantastic opportunity to join a close-knit, high-performing team where you'll have genuine autonomy, flexibility and the opportunity to make a measurable commercial impact.

You'll be responsible for managing a portfolio of existing customers, ensuring they continue to see value from the platform whilst protecting annual recurring revenue and identifying opportunities to increase account value.

• Manage a portfolio of existing client accounts across a range of sectors
• Build trusted relationships with senior stakeholders including HR Directors, Chief People Officers and executive teams
• Develop strategic account plans focused on retention, engagement and long-term growth
• Lead regular business reviews and customer success meetings
• Become a trusted advisor, understanding each client's commercial objectives
• Own the renewals process across your account portfolio
• Protect Annual Recurring Revenue through proactive account management
• Identify churn risks early using customer health data and engagement metrics
• Create retention strategies that improve customer satisfaction and long-term loyalty
• Drive improvements in Net Promoter Scores and overall client health

• Identify opportunities to cross-sell and upsell additional products and consultancy services
• Demonstrate platform features and new products where appropriate
• Deliver webinars and virtual customer workshops that increase product adoption and value perception
• Work consultatively to recommend the right solutions based on customer needs rather than transactional selling

• Analyse customer health scores and multiple data sources to identify opportunities and risks
• Produce meaningful account insights using CRM reporting and Microsoft Excel
• Maintain accurate forecasting, pipeline management and customer records within Hub Spot
• Use commercial data to prioritise activity across your portfolio

• Work closely with Sales, Product, Marketing and Client Experience teams
• Share customer insight to influence future product development and communication strategies
• Support continuous improvement across the customer journey About You

  We're looking for someone who enjoys ownership, thinks commercially and can confidently manage strategic customer relationships without needing constant direction.

  You’ll be naturally curious, comfortable analysing data and confident having commercial conversations with senior stakeholders.

  Most importantly, you’ll be someone who takes responsibility, uses your own initiative and enjoys working autonomously within a supportive environment.

  Requirements
  • At least three years' experience within Customer Success, Client Success, Account Management or a similar commercial role
  • Experience managing recurring revenue, renewals and customer retention
  • Strong commercial awareness with a proven track record of growing existing accounts
  • Experience working within SaaS, technology or subscription-based businesses would be advantageous
  • Excellent relationship management skills with experience engaging senior stakeholders
  • Strong analytical ability and confidence interpreting customer data
  • Advanced Microsoft Excel skills, including formulas and data analysis
  • Experience using Hub Spot, Salesforce or another CRM platform
  • Excellent presentation and communication skills
  • Self-motivated, organised and able to work autonomously
  What We're Looking For

  This role would particularly suit someone…