Cutomer Success Manager

Overview

Customer success at a consultancy is a different beast to customer success at a software vendor. You're not just tracking health scores and booking QBRs - you're the person clients trust to make sure their Salesforce investment actually delivers. That takes real platform knowledge, genuine relationship skills, and the ability to spot what's coming before it becomes a problem.

If that sounds like the job you've been doing, keep reading.

A established Salesforce consultancy with a client base spanning SMB through to GRB. They deliver implementations, they optimise existing orgs, and they help businesses get genuine value out of the Salesforce platform - not just go live and walk away. Customer success sits at the heart of how they operate.

This is a broad role covering the full customer lifecycle. You'll onboard new clients and set them up for long-term success, drive adoption and make sure customers are actually using what's been built, and own renewals and retention across your book of business.

Day to day that means running onboarding calls, building strong relationships across multiple stakeholders, identifying expansion opportunities, flagging risk early, and being the internal voice of the customer when it matters.

A mid-level CSM with solid Salesforce experience - this isn't a role where platform knowledge is optional. You'll need hands-on familiarity with Salesforce and at least one active certification. If you've got more, even better.

• 3-5 years in a customer success or account management role, ideally at a Salesforce consultancy or ISV partner
• Comfortable managing a portfolio of accounts across different sizes and stages
• Strong onboarding and implementation experience - you know what good looks like from day one
• Proven track record on renewals and retention, with the commercial awareness to spot and develop expansion opportunities
• Excellent communicator - equally comfortable with an end user and a C-suite stakeholder
• Organised, proactive, and genuinely invested in client outcomes rather than just the metrics

This is a consultancy that takes customer success seriously - it's not a bolt-on to the sales team, it's central to how they retain and grow clients. You'll have real ownership of your accounts, the support of a team that knows the platform inside out, and a clear path to grow.

If you're a Salesforce-certified CSM who wants a role with genuine variety and real client relationships, this is worth a conversation.