Customer Success Expert SaaS

A proactive Customer Success Expert role in SaaS, owning client portfolios to drive adoption, resolve issues, and maximise customer value without sales targets.

Client Details

We're working with a dynamic SaaS business looking for a Customer Success Expert to join their growing team. This is a technical, customer-facing role where you'll partner with a portfolio of business clients to ensure they get maximum value from their software.

Unlike a traditional support role, this is not a helpline based role- it's about being a trusted advisor and proactive partner, helping customers use technology to achieve their goals.

Description

In this role, you'll:

• Own a portfolio of business customers - developing strong relationships with key stakeholders across different regions and departments.
• Act as the central point of contact for your accounts - with full visibility of how customers are using the software, including what's working well, where issues are arising, and where improvements can be made.
• Monitor and manage tickets/issues - keeping track of what's being raised across different users and ensuring resolutions are timely and effective.
• Run monthly or quarterly account health reviews - depending on account size - presenting insights, identifying risks, and creating success plans.
• Proactively identify opportunities to improve the customer journey - suggesting new features, highlighting adoption gaps, and guiding customers to get the most from their investment.
• Support product rollouts and adoption - introducing new tools or features to customers, not in a sales capacity but by helping them see how new solutions can add value.
• Collaborate with internal teams - sharing customer insights and feedback with Product, Development, and Sales so the wider business can learn from real-world usage and continually improve.
• Spot trends across accounts - such as common technical challenges, usage patterns, or requests - and ensure these are addressed both at the client and business level.
• Be versatile in communication - engaging with clients via phone, email, video meetings, and face-to-face visits when required.

Profile

• A proven background in SaaS Customer Success, with strong experience in account health management and customer lifecycle ownership.
• Someone who is tech-savvy and data-driven, confident navigating software platforms and translating insights into actions.
• A self-motivated problem solver, able to work proactively without needing to be told what to do.
• Excellent communication and relationship-building skills, able to work with everyone from end-users to senior stakeholders.

Job Offer

• Competitive salary of £50,000.
• Hybrid working - 2 days in Warrington office.
• Opportunity to shape the customer journey and influence product development.
• Join a collaborative team where customer success is central to growth.