Customer Success Manager

Customer Success Manager focuses on we work with over 80,000 leaders and 3,000 organisations across the world, with clients across the fortune 500, ftse 100, and omx 30.

What the role involves

• We work with over 80,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30.
• Onboarding (Initially 50% of role).
• Monitoring onboarding health metrics and engagement data to identify at-risk customers early, providing timely interventions to ensure successful implementation and early wins.
• Maintain onboarding resources including email sequences, video tutorials, help centre content, and in-app guides that enable customers to successfully adopt the platform independen.
• Scaled Portfolio Management & Digital Strategy (50% of role).
• Drive feature adoption, and prevent churn using tools like Planhat and Pendo.

Skills and requirements

• Proven experience owning the renewal process and successfully negotiating contract renewals with senior leaders.
• Experience with maximising customer success platforms (such as Planhat) and digital engagement tools (Pendo or similar), with ability to quickly become a product expert.
• Experience utilising AI tools such as Claude & Copilot to drive more efficient processes with onboarding and daily Customer Success.
• Data-driven approach to decision making with experience developing customer success plans and tracking progress against success criteria.

Confirmed role details

• Personal performance bonus.
• 26 days holiday each calendar year.

Additional role context

• In 2024 we received substantial backing from K1 Investment Management – the leading B2B Enterprise SaaS investors.
• Background working with professional services firms, corporate legal departments, or corporate secretaries.