Customer Success Manager

We’re looking for a Customer Success Manager to look after a portfolio of auction clients who rely on our software every day. Your job is to make sure clients are happy, confident, and getting real value from the platform — and that renewals and growth happen without drama.

Location

Northampton (hybrid/office-based depending on need)

Full Time

This role suits someone who is friendly, calm, organised, and an excellent communicator. You’ll be proactive, collaborative, and comfortable coordinating internal teams so clients always feel informed and supported. You’ll also become a product expert quickly and be confident supporting clients in real auction settings when needed.

Reporting line

Reports to the Managing Director. Works closely with Sales Support, Technical Delivery, Support, and Product/Engineering.

What success looks like (monthly scorecard)

You’ll be successful in this role if you consistently deliver:

• Renewals on time: All renewals due in the next 90 days have an agreed plan and next steps;
  no last-minute surprises
  .
• At‑risk ARR reduced: Month‑on‑month reduction in ARR flagged Red/Amber on the client portfolio view (or a clear recovery plan in place for every Red account).
• Client sentiment improved: Sentiment improves across the portfolio; every low‑sentiment / high‑ARR account has a recovery plan within 10 working days.
• Support pressure down: Tickets per account trend down and repeat issues reduce; top drivers identified with owners and actions in progress.
• Growth created: Qualified expansion opportunities are regularly identified and progressed with Sales.
• Reporting delivered: Monthly reporting is on time and clear (including the updated client 2×2, onboarding status, risks, and priorities).

Manage a portfolio of clients day‑to‑day

• Own the ongoing relationship for a set of accounts: onboarding handover → steady day‑to‑day use → renewal → growth.
• Keep a simple account plan for each client (key contacts, goals, current issues, renewal date, next steps).
• Act as the main point of contact internally to keep work moving and expectations aligned.

Become a product expert quickly (and support live auction events when needed)

Learn the platform fast and build confidence across the core workflows used by auction teams day‑to‑day.

Be able to demonstrate features, coach users, and answer questions clearly without creating confusion.

Attend client sites when needed (planned visits and go‑lives) to support onboarding, training, and operational adoption.

• Where required, assist with clerking and live event support to help the client deliver a smooth auction experience.
• Feed real‑world learnings back into training materials, onboarding, and product improvements.

Be proactive on client confidence and satisfaction

• Keep a regular contact rhythm so clients feel looked after (check‑ins and structured reviews).
• Spot early warning signs (frustration, repeated issues, low usage, stakeholder changes) and act before they become renewal risks.
• Communicate clearly and calmly — especially under pressure — and make sure clients always know what’s happening next.

Run the portfolio using a simple 2×2 (Sentiment vs ARR)

You will maintain a live internal view of the client base using a 2×2:

For each account you’ll keep up to date:

• Sentiment score (1–5) and why
• ARR (or band)
• Renewal date and risk flag (Red/Amber/Green)
• Top 3 actions for the next 30 days

You’ll review this weekly internally and summarise it monthly, highlighting:

• accounts that have moved quadrant
• at‑risk ARR and mitigation actions
• renewal readiness
• expansion pipeline created/progressed

Track onboarding projects in Asana and time tracking

Use Asana to manage onboarding projects: tasks, owners, dates, milestones, and progress updates.

• Follow the company’s time tracking process for onboarding/supporting activities so we can understand effort and improve delivery.
• Keep onboarding organised and outcomes‑focused with clear milestones and clean handovers.

Support onboarding admin for new client wins

• Ensure onboarding paperwork and key details are captured correctly (order forms/SOW inputs, scope notes, stakeholders, access, timelines).
• Make sure the client handover is smooth so they…