Customer Success Manager

Lief is a B2B SaaS company transforming the children's homes and supported accommodation sector with innovative solutions that empower care workers daily. We are looking for a motivated Customer Success Manager to join our team full-time and lead customer satisfaction and retention efforts. This senior position combines hands-on account management with strategic leadership responsibilities.

If you're successfully hired for this role, you will be taking up the following responsibilities among others:

• Manage a client portfolio, ensuring maximum platform value and support
• Onboard new clients through initial setup and feature guidance
• Develop strong stakeholder relationships and address challenges proactively
• Identify expansion opportunities through upselling and cross-selling
• Drive adoption and retention through tailored solutions
• Provide ongoing training and create support materials
• Handle escalations efficiently and professionally
• Collaborate on customer success strategies aligned with business objectives
• Use data insights to identify improvements and recommend solutions
• Contribute to customer health scoring and renewal strategies
• Liaise with Sales, Marketing, and Product teams on customer feedback
• Mentor junior team members on account management best practices

• 5+ years of experience in Customer Success or Account Management in a B2B SaaS environment
• Proven track record in customer satisfaction, onboarding, and account growth
• Exceptional written and verbal communication skills
• Analytical mindset with data-driven decision-making ability
• CRM and customer success platform familiarity (e.g., Zoho)
• Ability to manage escalations calmly and professionally
• Strong understanding of SaaS metrics (churn, NRR, ARR, retention)
• UK-based with remote working capability

Good to have

• Social care, care home, or supported accommodation sector experience
• Business, Marketing, or related degree
• Salesforce, Gainsight, or similar certification