Customer Success Manager

Full-time | Office-based | £35,000–£40,000 basic + bonus

SaaS | B2B

Ever tried saving a customer who’s halfway out the door?

Then you know - it’s not about discounts or desperation. It’s about timing. Confidence. Knowledge. And above all, the ability to reset the narrative before it’s too late.

This is newly created role as part of a proactive strategy to protect and grow recurring revenue. You’ll be one of the first hires to shape what that looks like.

What’s the challenge?

You’ll own a portfolio of c400 clients. These are business owners, managers, and end users who’ve gone live on a SaaS platform and need a steady, knowledgeable hand to keep them engaged, active, and growing.

You’ll monitor account health, spot churn signals early, deliver audits and tailored Zoom sessions, and run save attempts when needed. You’ll champion product adoption, encourage confidence, and intervene before dissatisfaction spirals .

This isn’t customer support. You won’t be fixing bugs or handling onboarding. You’ll sit between Sales, Support, and Ops - with full authority to protect your book and build long-term value.

Your day might include:

Reviewing churn risk signals and launching proactive interventions
Training customers on underused features and walking them through best practice setups
Closing simple app upsells and passing complex commercial leads to Sales
Leading renewal conversations and stabilising accounts before handover
Auditing usage, running save attempts, and helping reset value perceptions
Acting as the voice of the customer internally (without losing sight of commercial sense)

You’ll need:

A technical understanding of SaaS platforms (CRM or DMS experience a bonus)
Strong account management or training experience
Confidence with difficult conversations and commercial awareness
A methodical approach to client communication and churn prevention

Why join?

Be part of something foundational - helping build a new function from scratch
Take real ownership over your accounts, with trust and autonomy
Learn deeply about our product and play a key role in retention, satisfaction, and revenue growth
Work in a scale-up SaaS environment with performance-driven rewards
Monthly bonus structure aligned to portfolio performance, customer health, and upsell contribution

As well as this you will work in a beautiful open plan office, you'll get free lunches every day (!) and have access to an onsite gym. Given the office location you will need access to a vehicle, it's not accessible via public transport.

If that sounds like your kind of challenge — let’s talk.