Customer Success Manager
The Company:
A rapidly expanding, highly dynamic organisation, delivering transformative health care solutions to patients across the UK. Although the company is scaling up, they still retain an entrepreneurial culture, where new ideas are welcomed, providing the opportunity to help shape and influence business outcomes.
Based in central Oxford, they offer mostly remote working with minimum expectation of one day per week in the office.
The Role:
Customer Success Managers are senior members of the Account Management team and are the strategic leads for their allocated accounts. CSMs are responsible for building partnerships with clients, driving long-term value and delivering measurable growth across accounts.
Responsible for ensuring excellent client service and delivery, the CSM takes a proactive approach to identify and maximise opportunities for contract upsells and renewals.
The CSM has line management responsibilities, supporting the development of colleagues and contributing to a high-performing, customer-centric culture, as well ensuring effective ways of working and allocation of roles and responsibilities across accounts.
The role operates across all areas of the business. You will work closely with the Marketing team to shape impactful client communications, the Product Development team to influence and evolve our technology, and the Business Development team to unlock strategic growth opportunities and maximise account value.
Specific responsibilities include:
- Stakeholder Management & Relationship Building:
- Strategy, Growth & Retention:
- Client Success & Satisfaction:
- Leadership, Line Management & Team Development
About You:
- Significant experience in Customer Success, Account Management, or similar senior client-facing role
- Strong commercial acumen with a proven track record of driving account growth, renewals and retention
- Excellent strategic thinking and problem-solving skills
- Proven experience managing and developing team members
- Advanced data interpretation skills and confidence using insights to drive decisions
- Outstanding communication, relationship-building and presentation skills