Customer Success Manager, Software, SaaS, Remote Working, COR7600A

Customer Success Manager, Software, SaaS, COR
7600A

A Customer Success Manager opportunity has opened up with a growing SaaS business that puts its clients at the heart of everything it does. Could this be the role where you take real ownership of the customer journey and make a measurable difference? If you thrive in a close-knit, fast-moving technology environment, this could be exactly the right next step.

The Customer Success Manager will take the lead on all aspects of the customer lifecycle, from onboarding and adoption through to retention and growth, across a portfolio of around 20 clients. Day to day, you will act as the key point of contact for accounts, identifying where clients can get more value from the platform, spotting cross-sell opportunities, and resolving escalated issues quickly and effectively.

You will work closely with sales, product, and operations teams to ensure the client experience is consistently strong, and you will travel to visit clients periodically throughout the year, including attending some of the events they organise. The Customer Success Manager will also contribute to strategic planning and departmental performance tracking through KPIs including NPS, retention, and expansion revenue.

This is a well-established, specialist software business operating in the events technology sector, providing SaaS-based registration and event management solutions to a professional client base that includes trade show and exhibition organisers. The team is compact and collaborative, with a genuine focus on service quality and long-term client relationships. The business is at an exciting stage of growth, and the Customer Success Manager stepping into this role will have real scope to shape how the function evolves.

• Proven experience in a Customer Success or Account Management role within a SaaS, software, or digital agency environment, ideally at SME or scale-up level rather than large enterprise
• A strong track record of improving client retention and satisfaction, with confidence in data, performance metrics, and reporting to senior stakeholders
• Hands-on experience with CRM tools (Salesforce and  experience would be particularly welcome) and a good grasp of SaaS customer lifecycle management
• Excellent communication and relationship-building skills, with the ability to work across functions and manage multiple priorities in a fast-paced setting

• Hybrid working with flexibility on office attendance
• Company bonus scheme
• 25 days holiday + buy/sell
• Private medical
• Health cashback plan
• Pension
• Life assurance
• EV scheme

Customer Success Manager, Account Manager, SaaS

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