Customer Success Manager

Customer Success Manager

£50,000 Basic + OTC | SaaS

Manchester - Hybrid

Join a fast-growing SaaS company as their Customer Success Manager, you’ll be the trusted advisor for your customers, helping them unlock the full potential of this innovative platform. From seamless onboarding to driving adoption, coaching compliance strategies, and ensuring customers achieve measurable success, this role is all about building strong partnerships. It's about more than support—it's about fostering growth, identifying opportunities, and delivering exceptional customer experiences.

Key Responsibilities

Customer Success & Account Management

• Build and maintain strong, long-term relationships with customers, ensuring they receive an outstanding experience at every interaction.
• Proactively monitor customer satisfaction and engagement, addressing concerns to ensure retention and loyalty.
• Drive customer renewals by consistently highlighting the value delivered throughout their journey.
• Identify upselling or cross-selling opportunities and collaborate with the Sales team to expand accounts.

Onboarding & Customer Coaching

• Guide customers through a smooth onboarding process, setting them up for long-term success.
• Deliver tailored coaching sessions to simplify compliance management and empower customers to achieve their goals.

Driving Adoption & Engagement

• Maximise customer success by conducting strategic reviews and delivering effective training sessions.
• Proactively anticipate and resolve potential challenges, ensuring customers experience a seamless journey.

Product & Content Collaboration

• Develop customer resources such as guides, FAQs, and training materials to support their success.
• Share valuable insights and feedback with the Product team to drive continuous platform improvement.

Supporting Sales & Growth

• Assist with product demos and engage in discussions with potential customers.
• Share actionable customer insights to refine sales and marketing strategies.

What We’re Looking For

We’re seeking a proactive, customer-focused professional who embodies our values and is passionate about delivering exceptional results.

• Proven Success: Experience in a similar role within the SaaS industry, with a strong track record of accomplishments.
• Commitment to Quality: A meticulous approach to delivering excellence in every customer interaction and deliverable.
• Accountability & Ownership: A reliable self-starter who takes responsibility for outcomes and ensures nothing falls through the cracks.
• Problem-Solving Expertise: Anticipates challenges and implements effective solutions to resolve issues before they escalate.
• Exceptional Emotional Intelligence: Builds meaningful relationships and understands customer needs to foster loyalty and trust.
• Sales & Commercial Acumen: A results-driven professional skilled in retention strategies, growth identification, and achieving sales goals.
• Growth Mindset: Adaptable, curious, and eager to learn, consistently seeking opportunities to improve and evolve within the industry.