About this role
Are you a Relationship Builder and a Problem Solver who thrives on helping small businesses succeed? Do you get a buzz from turning happy customers into long-term partners? Famly is looking for a proactive, data-driven Customer Success Manager to nurture and grow our existing Small-to-Medium Business (SMB) customers across the UK and Nordics. What you’ll be doing 🛠️ As a trusted advisor , your mission is to ensure our SMB customers - from single sites to growing small groups - are maximising the value they get from Famly. Own the Relationship: Serve as the primary point of contact for your portfolio of accounts, building meaningful, trust-based relationships with key decision-makers and stakeholders. Drive Retention & Growth: Proactively manage churn risk by analysing client usage patterns, conducting regular, data-led check-ins, and facilitating account reviews to ensure customers are achieving their desired outcomes. Be a Product Expert: Educate clients on Famly’s features and tools, acting on feedback to suggest proactive solutions that meet their goals and lead to maximum value and adoption. Expand our Footprint: Identify opportunities to upsell and cross-sell relevant features and services , partnering with our Sales team to contribute to Net New ARR growth. Act as an Internal Advocate: Gather customer insights and serve as the voice of the customer internally, tracking feedback to drive continuous improvement in our products and service delivery. Collaborate Seamlessly: Work closely with our Onboarding, Sales, Advisory, and Product teams to ensure a smooth, end-to-end customer experience , particularly through the crucial first year of using Famly.