Senior Customer Success Manager

This Senior Customer Success Manager role is focused on own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth. It would suit someone who can bring ownership, clear communication, and practical organisation to the role.

Why this role may suit you

Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams. 3 – 5 years’ experience in a Customer Success client-facing B2B role.

What you would be doing

Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth. Leading proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities and business objectives. Maintain strategic relationships with key users, decision-makers and commercial stakeholders across customer organisations.

What you need

• Support and other teams to continuously improve the customer experience.

Practical information

• Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported.
• After 3 months employment.
• Pension (4% employer contribution and 4% employee contribution).
• £350 annual wellbeing allowance to contribute to gym memberships or fitness classes.