Customer Success Manager

Digital Customer Success Manager

£45,000 Basic + Bonus + Benefits

Hybrid | Central London | 3 Days in the Office

The Opportunity

Our client is an established, international technology business providing specialist information and subscription-based digital solutions to a diverse professional client base.

As the business continues to grow, it is looking for a Digital Customer Success Manager to develop scalable customer success programmes that improve product adoption, engagement, retention and revenue growth.

Why Join?

• £45,000 basic salary, depending on experience, plus performance-related bonus.
• Hybrid working: three days in the Central London office and two days remotely.
• 26 days' annual leave plus bank holidays.
• Company pension and additional employee benefits.
• Career development opportunities within an established international business.

The Role

You will own the development and delivery of digital customer success programmes for a defined customer segment, helping customers realise value from the platform without requiring dedicated, one-to-one support.

Combining automation, customer education and data-driven engagement, you'll build digital journeys that improve onboarding, drive product adoption, identify at-risk customers and support renewals and growth.

Key Responsibilities

• Develop scalable customer success programmes covering onboarding, adoption, engagement, renewals and expansion.
• Build automated customer journeys and targeted campaigns to improve product adoption and time to value.
• Deliver customer education through webinars, guides, digital content and self-service resources.
• Analyse customer behaviour, product usage and health metrics to identify risks and opportunities.
• Establish automated triggers and workflows to support proactive customer intervention.
• Develop digital engagement initiatives that improve retention and identify expansion opportunities.
• Measure programme performance and collaborate with Sales, Customer Success, Product and Marketing to improve customer outcomes.

How We'll Measure Success

• Customer retention, renewal rates and revenue growth (GRR/NRR).
• Onboarding completion and time to first value.
• Product adoption and customer engagement.
• Participation in customer education initiatives.
• Increased self-service usage and reduced avoidable support requests.

What We're Looking For

• Experience in Customer Success, Digital Customer Success, Customer Experience or a similar SaaS role.
• Experience developing automated customer journeys and scalable customer engagement programmes.
• Strong understanding of onboarding, product adoption, retention and renewals.
• Analytical skills, with the ability to use customer data to identify trends and opportunities.
• Experience creating customer education content, webinars or digital learning resources.
• Strong communication skills and the ability to work cross-functionally.
• A proactive, test-and-learn approach to improving customer outcomes and programme performance.

Apply Now

If you're passionate about digital customer success and using technology, automation and data to deliver better customer outcomes at scale, we'd love to hear from you.

Please send your CV to ABR Associates Ltd to be considered.

About ABR Associates Ltd

ABR Associates Ltd is acting as an Employment Agency in relation to this vacancy. We specialise in permanent recruitment across Media, Digital, Technology/SaaS, Software, Market Research, Events and Business Intelligence.

Only shortlisted candidates will be contacted. If you have not heard from us within two weeks, please assume your application has been unsuccessful on this occasion.