Customer Success Manager

Customer Success Manager / Account Manager (Tech / SaaS)

We are hiring an experienced Customer Success Manager / Account Manager to join a growing team within a fast-moving technology / SaaS business. The role is ideal for a commercially ambitious individual who thrives on building strong client relationships, delivering exceptional service, and driving portfolio growth.

You will manage a key book of business, working closely with existing clients to ensure ongoing value, strong adoption, and long‑term retention. This is a high‑impact position with clear commercial targets and opportunities to influence expansion across the customer base.

• Own and manage a book of business (~£300-400k ARR), ensuring high service quality and client satisfaction.
• Maintain and nurture strong relationships with existing clients to secure renewals and minimise churn.
• Drive expansion revenue through upselling and cross‑selling, with an expectation of approximately 15% growth within your accounts.
• Act as the primary point of contact for your clients, addressing enquiries, resolving issues, and proactively identifying opportunities.
• Collaborate closely with Sales, Commercial, and Product teams to share customer feedback and support improvements.
• Monitor customer health metrics and reporting dashboards to ensure account performance and retention goals are being met.
• Deliver regular business reviews, adoption tracking, and strategic account planning.
• Champion best practice customer success activities and contribute to process improvements across the team.

• Proven experience in a Customer Success, Account Management, or similar client‑facing role — ideally within a Tech / SaaS environment.
• Strong commercial mindset with a track record of hitting targets and driving account growth.
• Excellent communication and relationship‑building skills, with the ability to influence stakeholders at all levels.
• Results‑orientated, proactive, and comfortable working in a fast‑paced environment.
• A genuine interest in technology and curiosity around AI / data‑driven solutions.
• Strong organisational skills with attention to detail and a structured approach to prioritisation.

• Up to £50,000 per year plus performance‑based bonus.
• Hybrid working: 1–2 days per week in the Doncaster office.
• Opportunity to join a collaborative, high‑performing team with exceptional client retention (~98%).