Customer Success Manager

Job Description

A leading technology business is hiring a Customer Success Manager to join their London team. This is a brilliant opportunity for someone who enjoys owning senior client relationships, improving adoption, and solving problems at pace in a scaling environment.

You’ll play a key part in onboarding new customers, driving retention and expansion, and acting as the voice of the customer internally, working closely with Product and Engineering.

Role: Customer Success Manager (Lead-level remit)

Location: Central London

Type: Permanent, full-time (on-site/ hyrbid)

Salary: £70k DOE

Key responsibilities will include:

• Owning end-to-end onboarding from handover to go-live, including timelines, training, and success criteria
• Coordinating technical setup activities such as data imports, comms channel provisioning (email/SMS/WhatsApp), and user access
• Validating data quality and configuration pre go-live
• Building and improving scalable CS processes and automation (health monitoring, escalation triage, reporting, onboarding trackers)
• Running regular client check-ins and performance reviews
• Monitoring customer health metrics and producing weekly reporting
• Converting pilot customers into paying accounts and supporting expansion opportunities
• Translating customer feedback into clear product tickets and supporting rollout of new modules/features
• Diagnosing issues (configuration, data quality, user error, product bugs) and escalating with clear context when needed

Key skills and experience needed:

• 3+ years in a client-facing B2B SaaS role (Customer Success, Technical Account Management, Solutions Engineering, or similar)
• Evidence of building and deploying automation/workflows (AI tooling exposure strongly preferred)
• Strong stakeholder management with high-value/enterprise customers and a track record improving adoption/retention
• Comfort with technical concepts such as APIs, integrations, data imports/exports, and webhooks
• Strong diagnostic mindset and ability to communicate technical topics clearly to non-technical users
• Experience working in a fast-moving startup/scale-up environment
• Nice to have: Twilio, WhatsApp Business API, email infrastructure; basic SQL/data querying; PropTech/property domain exposure