Remote job
Customer Success Manager
Job details
About this role
Role overview Manage post-sale relationships for a portfolio of business-to-business software customers, helping them adopt products across large, distributed user groups and achieve measurable outcomes. You will be the primary contact for accounts, coordinate with implementation and enablement colleagues, and connect usage and performance insights to retention and growth opportunities.
Responsibilities - Learn each customer’s business model, goals, and operational challenges, then respond proactively to requests and concerns. - Track product usage across large user populations and work with enablement colleagues to address adoption gaps. - Apply and improve repeatable customer success processes across the account portfolio. - Lead regular customer reviews and executive or quarterly business reviews, demonstrating progress and value. - Identify potential renewals, expansions, and upsell opportunities in partnership with commercial colleagues.
Requirements - Experience as a Customer Success Manager in a business-to-business SaaS environment. - A structured, consistent approach to account management and process execution. - Experience supporting software used by large, distributed end-user groups. - Strong relationship-building, executive communication, and presentation skills. - Willingness to travel regularly to customer sites across the UK. - Adaptability and motivation to learn and develop in a fast-paced setting.
Nice to have Experience with wealth management, financial planning, or broader financial services; work in a high-growth startup or scale-up; or involvement in renewals and account expansion.
Benefits and work setup The role is remote-first in the UK, with access to co-working spaces. Listed benefits include 34 days of annual leave inclusive of public holidays, plus a birthday day off; share options; private medical and dental care; life insurance, income protection and employee assistance; pension matching up to 5%; and development support, cycle-to-work, and retail discounts.