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 strong UK and US presence. Their customers include large corporates and some of the UK’s biggest public sector organisations. They’re looking for a proactive, commercially-minded and experienced Customer Success Manager who can own the customer journey from onboarding right through to renewal and expansion.

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 scale.

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
• A supportive, collaborative culture with a strong focus on outcomes and customer value

What you’ll do

• Own customer relationships end-to-end: onboarding, adoption, value realisation, renewal and expansion
• Run structured onboarding and success plans that drive retention and long-term engagement
• Proactively manage customer engagement over 12/24/36-month horizons, ensuring clients are continuously progressing and seeing value
• Lead renewal conversations and manage contract discussions with confidence
• Identify opportunities for upsell/cross-sell, using commercial judgement and a consultative approach
• Provide constructive challenge where needed (including gentle pushback on scope, timelines, and expectations)
• Deliver training and enablement sessions (1:1 and group demos) to increase product adoption
• Monitor risk, health metrics and usage data, building and executing intervention plans to protect retention
• Maintain accurate activity and pipeline management within the CRM, keeping actions and next steps clear
• Partner with Product and internal teams to feed back themes, improve engagement, and strengthen the customer experience

What we’re looking for

• Minimum 1 year experience as a Customer Success Manager in a SaaS environment (already operating as a good CSM)
• Comfortable owning the full lifecycle: onboarding adoption renewal expansion
• Strong commercial capability: renewals, negotiation, upsell/cross-sell, and handling objections professionally
• Confident communicator who can lead meetings, influence stakeholders and present to groups
• Tech-savvy and data-led: able to use customer insights and systems to prioritise actions and drive outcomes
• Highly organised, proactive and able to manage multiple accounts, tasks and deadlines
• Resilient, adaptable and comfortable working at pace in a scaling environment
• Experience with CRM tools (HubSpot beneficial but not essential)
• Degree helpful, not essential (relevant experience valued equally)

Location & working pattern

• Hybrid role based from central Birmingham
• Typically 1–2 days per week in the office, remaining days remote
• Candidates outside the Midlands may be considered if they can travel to Birmingham regularly for key meetings/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
• Salary-sacrifice benefits including electric car and cycle-to-work schemes
• 25 days’ annual leave + bank holidays, additional Christmas leave, and options to carry over or buy extra days
• Join a values-led, growing business where you can genuinely help shape Customer Success best practice

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. Feel free to reach out and engage with us further though! We truly appreciate your interest.