Customer Success Manager (£70k - £80k base + 40% OTE)

Job Description

We are working exclusively with our client to find a Customer Success Manager .

About:

Our client is a high-growth SaaS business transforming how organisations access and leverage critical data locked within contracts. By automating the ingestion, organisation, and analysis of agreements, their platform enables businesses to surface key commercial terms instantly - helping teams make faster, more informed decisions.

With a proven product in market, the company has built a strong customer base across both mid-market and enterprise organisations, alongside a highly efficient commercial engine. They have achieved consistent ARR growth, maintain strong retention, and operate with a lean, high-performing team.

Following a recent audit of the Customer Success function, the business is now entering a new phase - shifting from an informal, reactive approach to a more structured, proactive model focused on retention, expansion, and customer engagement. With clear frameworks, segmentation, and initial playbooks now being introduced, the foundations are in place to build a best-in-class CS function.

This hire will play a critical role in executing and evolving that vision - owning key customer relationships, increasing engagement across the customer base, and helping to establish the processes, touchpoints, and commercial motions that will underpin long-term growth.

Key Highlights:

• Over £2.45m ARR with a rapidly growing customer base of 120+ organisations and a strong 92% retention rate.
• Trusted by well-known enterprise and mid-market brands, including Marks & Spencer, The AA, Waterstones and Pret a Manger.
• A defined core customer segment with a significant number of accounts already realising value, presenting clear and immediate expansion opportunities across the existing base.
• Customer base segmented across tiered accounts, with a clear focus on higher-value Tier A and B customers where there is strong potential for upsell and deeper account penetration.
• Recently completed Customer Success audit, with new frameworks, health metrics, and engagement models being introduced - creating strong foundations for this hire to build on.
• Clear opportunity to reduce avoidable churn and increase retention through more proactive engagement, stakeholder management, and structured customer touchpoints.
• Lean, high-performing team of ~20 employees, with a strong focus on operational efficiency, ownership, and doing more with less.
• Clear, demonstrable ROI for customers by unlocking critical contract data - saving time, reducing risk, and enabling faster, better commercial decisions at scale.
• First dedicated Customer Success hire, offering full ownership of the post-sale function and the opportunity to shape how Customer Success is delivered day-to-day.
• Highly autonomous and high-impact role, working directly with senior leadership, with clear visibility into commercial strategy and company growth.
• Efficient and proven revenue engine, with strong outbound and commercial foundations already in place and consistent ARR growth.
• At an inflection point where Customer Success is now a key strategic priority, creating a rare opportunity to shape a function early and grow alongside the business.

Role:

• Own and manage a portfolio of customers end-to-end, from onboarding through to renewal and expansion, acting as the primary point of contact post-sale.
• Build strong, multi-threaded relationships across customer organisations, engaging both day-to-day users and senior stakeholders to drive long-term value.
• Take ownership of retention and growth across your accounts, working towards Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Identify and execute on expansion opportunities, including upsell and cross-sell, with a particular focus on Tier A and B accounts.
• Drive customer engagement through structured, proactive touchpoints, ensuring customers remain active, supported, and close to the business.
• Monitor customer health using a combination of usage data, engagement metrics, and qualitative insight to proactively identify and mitigate churn risk.
• Work closely with the Head of Sales to align on account strategy, improve sales-to-CS handovers, and maximise commercial outcomes.
• Leverage and evolve newly introduced Customer Success frameworks (segmentation, health scoring, engagement models) to build a more structured and scalable function.
• Contribute to building processes, playbooks, and automation that improve efficiency and support the long-term scalability of Customer Success.
• Maintain clear visibility across the customer base through accurate CRM management, tracking engagement, health, renewals, and expansion opportunities.

Requirements:

• Minimum 4+ years’ experience in a Customer Success, Account Management, or commercially focused client-facing role within a B2B SaaS environment, with clear ownership of customer relationships end-to-end.
• Strong commercial acumen, with proven experience driving retention and growth, including working towards or owning GRR and NRR targets through upsell and cross-sell.
• Confident managing multi-threaded relationships across customer organisations, including engaging and influencing senior stakeholders.
• Comfortable operating in a fast-paced, early-stage or scaling environment, with the ability to take ownership, build structure, and work with a high degree of autonomy.
• Data-driven in your approach, using customer usage, engagement metrics, and qualitative insight to assess health, identify risk, and drive proactive interventions.
• Highly organised and process-oriented, with experience improving workflows, maintaining strong CRM hygiene, and contributing to scalable ways of working.
• Strong communication skills, with the ability to clearly articulate value and adapt messaging across different audiences.
• Proactive and solutions-focused, with the confidence to challenge, innovate, and continuously improve how Customer Success is delivered.
• Comfortable using automation, AI tools, and modern workflows to increase efficiency, reduce manual work, and scale your output.
• Bonus: Background in a commercial or sales-led role (e.g. Account Management).

Benefits:

• Salary from £70k - £80k base + 40% performance bonus.
• Generous stock options.
• Lively office in the heart of London.
• 25 days PTO + bank holiday.