Customer Success Manager

Customer Success Manager

Salary: £45,000 - £50,000 per annum, plus circa 10% bonus

Location: Remote (Bristol HQ)

My client is a rapidly growing technology/SaaS organisation offering a unique portfolio of services to the construction sector across the UK and internationally.

There is a clear roadmap for future business transformation, which would lead to a trebling their size over the next 2-3 years as the products and services are commercialised at pace.

The Customer Success Manager, a crucial appointment, will ensure customers achieve their desired outcomes while using a product or service, thereby driving customer retention and loyalty. Key responsibilities include onboarding new clients, building long-term relationships, tracking customer health and product adoption, and proactively identifying opportunities for account growth, upsells, or renewals.

As a Customer Success Manager, you will be the trusted advisor and primary point of contact for a portfolio of customers. Your focus will be to drive engagement, adoption, and satisfaction, ensuring users are getting maximum value from our platform. You’ll collaborate cross-functionally with Product, Sales, and Marketing to champion the customer’s voice internally and foster long-term loyalty.

Key Responsibilities:

End User Engagement & Adoption

• Develop a deep knowledge of the profile of each end user group understanding their goals, use cases, success metrics, and, most importantly, how our system drives value for them on a daily basis.
• Based on this understanding, create tailored engagement strategies to drive consistent product usage and adoption.
• Partner with Marketing to develop engagement campaigns and educational content.

Relationship Management

• Build strong, consultative relationships with key stakeholders and end users across the customer base.
• Serve as the primary point of contact for all operational questions.
• Monitor customer health, proactively addressing risk and identifying growth opportunities.

Retention & Expansion

• In collaboration with the Account Management team, conduct Quarterly Business Reviews with key strategic accounts helping drive adoption and platform engagement.
• Collaborate with AM’s and Sales to identify upsell and renewal opportunities.
• Lead customer advocacy initiatives — gather testimonials, case studies, and referrals.

Feedback & Continuous Improvement

• Gather and share product feedback with internal teams to inform product roadmap.
• Be an advocate for customer and end user needs across the organisation
• Track engagement metrics and report on customer health scores, usage trends, and satisfaction.

The Person:

• 3+ years in Customer Success, Account Management, or Client Engagement in a SaaS environment.
• Proven track record of driving customer adoption and retention through proactive engagement.
• Excellent communication, presentation, and interpersonal skills.
• Data-driven mindset with experience using tools like HubSpot, Salesforce, or similar.
• Strong organizational and project management skills.
• Empathy and a passion for helping customers succeed.
• Experience in construction industry
• Familiarity with customer success KPIs (e.g., NPS, churn rate, feature adoption rates).
• Background in customer training, product enablement, or customer marketing.

The role is remote-based, although you will be required to travel to their Bristol HQ occasionally to attend sales meetings and/or events.

If you feel you have the qualities our client is seeking, please forward your CV and covering letter indicating your current package to Graeme Parker at GEM Partnership or for a discreet conversation call our Peterlee office.

GEM Partnership is acting as an employment agency on this vacancy.

To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website to get free, expert advice for safer job search