job vacancy

Is this role right for you?

Customer Success Manager

  • Salary: circa £50-55k plus comms
  • Sector: Tech
  • Sub-sector: Client Services
  • Type: Permanent
  • Location: Hybrid

job description

We are looking for highly organised, technically savvy Customer Success Manager who strive to deliver results, proves value & drive retention with customers.
Our client is driven by the core belief that getting products in front of online buyers across digital sales channels should just be easy. It's why they have built a complete Product Marketing Platform that empowers digital and e-commerce teams at Retailers, Brands and their Digital Agencies, to drastically enhance their digital revenues through robust data feeds.  Their platform currently helps+150 leading retailers and brands, such as Missguided, Boohoo, Pretty Little Thing, Marks & Spencer, Next, JD Sports and many more, to seamlessly grow online across 1,400+ digital sales channels.   As a profitable, fast growth, VC funded multinational business, their values celebrate team diversities, innovation and spirit, to empower them in driving performance together. 

As a key member of the CS team, you will own the relationships with your assigned accounts and ensure the customer appreciates the value of the solution as soon as possible. You will be tasked with identifying opportunities for value-added services to contribute to the companies’ revenue growth through renewal & upsells. On a day-to-day basis you will create & drive strategic account plans (using project management platform), provide training, mentoring and manage customers to make full use of our platform to drive feature adoption and increased profitability. You will become a platform expert.


1. Establish strong relationships with customers:

  • Proactively engage with customers to understand their goals, challenges, and expectations.
  • Serve as the primary point of contact for customers, providing guidance, support, and timely responses to inquiries.
  • Regularly conduct business reviews to assess customer satisfaction and identify opportunities for improvement.

2. Drive customer success and retention:

  • Develop and implement customer success strategies and initiatives to ensure successful adoption and usage of our SaaS products.
  • Monitor customer metrics and key performance indicators (KPIs) to track usage, satisfaction, and retention rates.
  • Identify potential risks or issues that may impact customer success and take proactive measures to mitigate them.

3. Collaborate with internal teams:

  • Work closely with sales, marketing, and product teams to align customer success efforts with company goals and objectives.
  • Provide customer feedback and insights to internal stakeholders to drive product enhancements and improvements.
  • Collaborate with the implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.

4. Deliver exceptional customer support:

  • Act as an advocate for customers, ensuring their voices are heard and their needs are addressed.
  • Handle customer escalations or complaints with empathy and professionalism, working towards a swift and satisfactory resolution.
  • Provide training, resources, and best practices to customers to maximize their usage and adoption of our SaaS products.

5. Analyse customer data and provide insights:

  • Utilise data analytics and reporting tools to analyse customer usage patterns and behaviour.
  • Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
  • Prepare reports and presentations to showcase customer success metrics and share insights with internal and external stakeholders.


  • Bachelor's degree in Business, Marketing, or a related field (or equivalent work experience).
  • Proven experience in customer success or account management roles within the SaaS industry.
  • Strong understanding of SaaS products and business models.
  • Excellent communication and relationship-building skills.
  • Ability to analyse data, identify trends, and make data-driven decisions.
  • Demonstrated problem-solving and conflict resolution abilities.
  • Strong organisational skills and ability to manage multiple customer accounts simultaneously.
  • Technical proficiency and ability to quickly learn new software and technologies.
  • Self-motivated, proactive, and results-oriented mindset.
  • Ability to work effectively both independently and as part of a team.


• Pension scheme • Share options scheme • Vitality healthcare • Gym membership discount • Cycle to work program • Company organised social events

• Working from home/ Flexibility to work remotely • Lovely open plan office environment for when we are allowed to travel in (+ 4pm Friday drinks, unlimited coffee, free brekkie/fruit etc)

• Company Laptop (we use MS Teams so all nice and easy to work anywhere)

We regret only successful applicants will be contacted.

apply for this role:

Ref: Job ID: 32809

Please complete the form below: *Required

    By contacting us you agree that createselect will process your data in line with the company's privacy policy. Your data will not be shared with third parties. To view the privacy policy please click here.

    other jobs in this sector

    Data Quality Specialist

    • Salary: Circa £22k
    • Type: Permanent
    • Location: Hybrid

    Find out more

    Full-Stack Developer(MW)

    • Salary: Salary £39 – 46K p/a.
    • Type: Permanent
    • Location: Hybrid

    Find out more

    Customer Success Manager

    • Salary: circa £50-55k plus comms
    • Type: Permanent
    • Location: Hybrid

    Find out more

    search again