Customer Success Manager

Customer Success Manager (SaaS)

Birmingham (hybrid – 1–2 days per week in the office, rest remote)

Circa £35,000 base (depending on experience) + commission

Private medical, life assurance, pension, electric car and cycle schemes, 25 days’ holiday + bank holidays

Our client is an ambitious, rapidly growing financial technology business with a presence in the UK and US. Their solutions help private and public sector organisations improve how they work with suppliers and deliver wider social benefit. Clients include large corporates and some of the UK’s biggest public sector organisations.

Their culture is built around people, clients, expert knowledge and working at pace. You’ll join a growing team where you can help shape how Customer Success is delivered as the business continues to expand. You’ll be part of a customer-focused team, working closely with colleagues across the business to make sure clients are onboarded smoothly, see real value from the products, and stay with the business for the long term.

From day one you’ll benefit from:

• Hybrid working - typically 1–2 days per week in the Birmingham office
• Clear earning potential through a structured commission scheme
• Comprehensive benefits - private medical, life assurance, pension and salary-sacrifice schemes
• Supportive, collaborative culture with a strong focus on client outcomes

What you’ll do

• Onboard new clients and set them up for long-term success
• Build strong relationships with key contacts, helping them achieve their goals and see clear value from the products
• Identify clients who may be at risk and put proactive support plans in place
• Provide ongoing training and support, including online sessions and group demonstrations
• Gather feedback and testimonials to showcase client success and improve the service
• Consistently meet targets for client retention and growing existing accounts
• Manage your day-to-day activities and pipeline in the customer relationship management system
• Work with Product and other teams to suggest improvements and new ideas that increase user engagement and retention

What we’re looking for

• Proven experience in Customer Success or Account Management within a software/technology environment
• Confident communicator, able to present to groups, lead client meetings and work with stakeholders at all levels
• Strong organisational skills, able to manage multiple clients, tasks and deadlines
• Experience of renewal conversations, contract discussions, upselling and cross-selling
• Comfortable using customer systems and data to guide your actions (experience with tools like HubSpot is a plus)
• Ability to multitask and manage your time effectively in a busy environment
• Results-focused, client-centred, and able to work both autonomously and as part of a dispersed team
• Hard-working, resilient and adaptable, with a positive, team-oriented mindset
• A degree is helpful but not essential - equivalent relevant experience is equally valued.

Location & working pattern

• Hybrid role based from central Birmingham
• Typically 1–2 days per week in the office, with the rest worked remotely
• Candidates outside the Midlands may be considered, provided they can travel to Birmingham regularly for key meetings and team days

Why join?

• Circa £35,000 base salary (depending on experience) plus commission
• Private medical insurance (including mental health, dental and optical allowances, digital GP and wellbeing support)
• Life assurance (4x salary) and competitive pension scheme with employer contributions
• Access to salary-sacrifice benefits including electric car and cycle-to-work schemes
• 25 days’ annual leave plus bank holidays, additional Christmas leave, and options to carry over or buy extra days
• Chance to join a growing, values-led business where you can help shape best practice in Customer Success

Interested?

We’d love to hear from you! Send your most up-to-date CV to Natalie at IMT Resourcing Solutions today!

At IMT Resourcing Solutions, we embrace diversity and inclusion every step of the way. We aim to connect with every applicant, but if you don’t hear from us within 5 working days, please know that we’ve decided to move forward with other candidates on this occasion. We truly appreciate your interest!