Customer Success Lead

2 weeks ago


Manchester, United Kingdom Matched Group Full time

**Customer Success Lead**

**Basic £55,000 - £65,000 + Bonus + benefits**

Company: SaaS business experience huge growth

Why: 40% growth YOY business
- Are you and experienced Customer Success Manager / Lead?
- Have you worked in a SaaS sales environment?

We are currently working with a leading NW based SaaS company that have been experiencing consistent growth over the last few years. They are looking for an experienced Customer Success Lead to join an already well established outfit and manage a team ofJunior Account Managers. Their Client Services Team are responsible for Onboarding, Consulting and Customer Success.

The business has grown rapidly since its inception, with its largest client constituting only 3% of their total revenue. As a result, there is a very low churn rate with their clients. The role will offer the chance for this person to drive innovations inthe companies approach to Customer Success whilst operating as a "player-manager". Responsible for a portfolio of strategic accounts as well as being accountable for managing the development, delivery and performance of Junior Account Managers.

**Key responsibilities: Customer Success Lead**
- Support the development of the overall vision and strategic plan for the Customer Success Team, focusing on upselling, churn management and driving product adoption.
- Managing the implementation of the Customer Success System
- Designing, developing and implementing customer success frameworks and procedures to help support improvements in client experience and delivery against team targets.
- Working closely with the wider Client Services Team to continuously improve client experience.
- Managing a portfolio of strategic accounts
- Building and developing strong trusting relationships with senior stakeholders
- Pursuing upsell / cross sell opportunities, demoing the new functionality to clients.
- Developing Quarterly Business Reviews and Account Plans for high-touch Clients.
- Working proactively and reactively to minimise churn across their portfolio
- Proactively responding to client escalations and concerns
- Build and lead a team of high-performing Junior Account Managers, managing their development, delivery and performance against key performance indicators.
- Ability to drive the team’s closure of upsell / cross sell opportunities, both personally and across the wider Customer Success Team.
- Providing training, guidance, and support to the Customer Success Team.

**Experience Required: Customer Success Lead**
- Experience of managing a high-performing Customer Success team, preferably in a SaaS high growth organisation.
- Experience of developing and implementing Customer Success frameworks and proceduresExcellent commercial understanding and negotiation skills to support effective upsell campaigns.
- Able to lead a team of high-performing Junior Account Managers, driving their personal growth and development.
- Experience of implementing, managing, and working with Customer Success systems (e.g., Gainsight) is strongly preferred.
- Ability to hold difficult conversations with clients, whilst demonstrating empathy and understanding whilst effectively able to manage and coordinate client escalations.
- Strong analytical and reporting capabilities to support the development of data-driven interventions
- Strong attention to detail, effective time management, and organizational abilities


  • Customer Success Lead

    2 weeks ago


    Manchester, United Kingdom Chassam Recruitment Limited. Full time

    Customer Success Lead Chassam Recruitment are currently looking to recruit a Customer Success Lead for a leading company based in Manchester. This is an exciting position where you will be working with customers to ensure they are gaining the most value from their partnership with the products they have bought. As a Customer Success Lead you will: ...


  • Manchester, United Kingdom AeroCloud Systems Full time

    AeroCloud creates modular and scalable intelligent airport management software built on leading-edge technology. Our cloud-native platform uses predictive artificial intelligence and machine learning. Together with our common-use passenger processing and self-service solutions, we deliver an innovative answer to the complex operational challenges experienced...


  • Manchester, United Kingdom Evotix Full time

    **Head of Customer Success** - Are you passionate about providing savvy technology solutions to clients to change the way they think about health and safety? - We are looking for someone to **Lead**, **Guide, **and** **Encourage **the customer success team to facilitate a seamless customer journey and experience. **Who We Are**: We are Evotix, and our...


  • Manchester, United Kingdom Nexthink SA Full time

    Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies...

  • Customer Success Manager

    Found in: Talent UK C2 - 1 week ago


    Manchester, United Kingdom Nexthink Full time

    Company Description Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates...


  • Manchester, United Kingdom Enable International Full time

    At Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. At Enable, we’re creating a healthy, vibrant supply chain ecosystem where partner collaboration drives the best products, services and values to customers. As one of our exceptional Enablees, you'll play a...


  • Manchester, United Kingdom Adria Solutions Ltd Full time

    Junior Customer Success Manager - Manchester. Our well-established client based in Manchester is currently seeking to recruit a Junior Customer Success Manager. The key focus of this position is to deliver outstanding customer management, support and ongoing education to customers. Key responsibilities of the Junior Customer Success Manager: - Empathise...


  • Manchester, United Kingdom YourPrime Recruitment Full time

    The Customer Success Executive Role As our Customer Success Executive, you’ll engage with our customers and work closely with the product team to provide feedback and experiences that are essential to the success of our product and the reputation of the company. You’ll have experience combined with a passion for customer relationships and be constantly...


  • Manchester, United Kingdom Propello Cloud Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Is this you? Confident and Insightful: You're not just sharp; you're confident, thriving on driving client success and building flourishing relationships. Martech Enthusiast: Your passion for Martech drives you to delve into consumer behaviour and...

  • Customer Success Manager

    Found in: Talent UK C2 - 2 weeks ago


    Manchester, United Kingdom Parmar Staffing Ltd Full time

    Job Description This is a remote position.Customer Success Manager - UK Based We are hiring for a CSM Customer Success Manager to work for a SAAS business. The role requires you to have worked with and understand the Service Management Industry. You will be assisting new clients with implementing new software to improve the client's business. A basic...


  • Manchester, United Kingdom Manchester Digital Full time

    Manchester, Hybrid, (3 Days in Manchester office) SafetyCulture is a customer and product-lead SAAS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam...

  • Customer Success Manager

    Found in: Talent UK C2 - 2 weeks ago


    Manchester, United Kingdom Parmar Staffing Ltd Full time

    This is a remote position.Customer Success Manager - UK Based We are hiring for a CSM Customer Success Manager to work for a SAAS business. The role requires you to have worked with and understand the Service Management Industry. You will be assisting new clients with implementing new software to improve the client's business. A basic technical...


  • Manchester, United Kingdom Sanctuary Graduates Full time

    CUSTOMER SUCCESS ANALYST WITH CMAP! Location: Manchester Role: Customer Success Analyst Start date: ASAP Salary: Competitive The Company CMap helps project-based companies to win, deliver and manage projects profitably. Here at CMap we focus our attention on our People and our Product to enable us to provide our valued clients with an awesome user...

  • Customer Success Manager

    Found in: Talent UK 2A C2 - 3 days ago


    Manchester, United Kingdom PropelloCloud Full time

    Is this you?Confident and Insightful: You're not just sharp; you're confident, thriving on driving client success and building flourishing relationshipsMartech Enthusiast: Your passion for Martech drives you to delve into consumer behaviour and engagement strategiesDigital Marketing Savvy: Grounded in digital marketing, you're an expert in audience...

  • Customer Success Manager

    Found in: Jooble UK C2 - 2 days ago


    Manchester, United Kingdom PropelloCloud Full time

    Is this you? Confident and Insightful: You're not just sharp; you're confident, thriving on driving client success and building flourishing relationships Martech Enthusiast: Your passion for Martech drives you to delve into consumer behaviour and engagement strategies Digital Marketing Savvy: Grounded in digital marketing, you're an expert in...

  • Customer Success Manager

    Found in: Appcast UK C2 - 4 days ago


    Manchester, United Kingdom PropelloCloud Full time

    Is this you?Confident and Insightful: You're not just sharp; you're confident, thriving on driving client success and building flourishing relationshipsMartech Enthusiast: Your passion for Martech drives you to delve into consumer behaviour and engagement strategiesDigital Marketing Savvy: Grounded in digital marketing, you're an expert in audience...

  • Customer Success Manager

    Found in: Appcast UK C C2 - 4 days ago


    Manchester, United Kingdom PropelloCloud Full time

    Is this you?Confident and Insightful: You're not just sharp; you're confident, thriving on driving client success and building flourishing relationshipsMartech Enthusiast: Your passion for Martech drives you to delve into consumer behaviour and engagement strategiesDigital Marketing Savvy: Grounded in digital marketing, you're an expert in audience...

  • Customer Success Manager

    Found in: Appcast Linkedin GBL C2 - 4 days ago


    Manchester, United Kingdom PropelloCloud Full time

    Is this you?Confident and Insightful: You're not just sharp; you're confident, thriving on driving client success and building flourishing relationshipsMartech Enthusiast: Your passion for Martech drives you to delve into consumer behaviour and engagement strategiesDigital Marketing Savvy: Grounded in digital marketing, you're an expert in audience...

  • Customer Success Manager

    Found in: Whatjobs ES C2 - 4 days ago


    Manchester, United Kingdom PropelloCloud Full time

    Is this you?Confident and Insightful: You're not just sharp; you're confident, thriving on driving client success and building flourishing relationships Martech Enthusiast: Your passion for Martech drives you to delve into consumer behaviour and engagement strategies Digital Marketing Savvy: Grounded in digital marketing, you're an expert in audience...


  • Manchester, United Kingdom PropelloCloud Full time

    Is this you? Confident and Insightful: You're not just sharp; you're confident, thriving on driving client success and building flourishing relationships Martech Enthusiast: Your passion for Martech drives you to delve into consumer behaviour and engagement strategies Digital Marketing Savvy: Grounded in digital marketing, you're an expert in...