About this role
Customer Success Manager £42,000-£45,000 + 15% Bonus | Hybrid (Milton Keynes, 2 days per week)
We're partnering with a high-growth, venture-backed SaaS business that is transforming how organisations understand and engage their people.
With hundreds of customers across the UK and an innovative platform trusted by mid-sized and enterprise organisations, the company is entering an exciting new phase of growth. They're investing heavily in product innovation, adopting AI throughout the business, and continuing to expand their Customer Success function.
As a result, they're looking for an experienced Customer Success Manager to take ownership of a portfolio of mid-market customers and play a key role in driving retention, adoption and account growth.
The Opportunity This is a genuine end-to-end Customer Success role, giving you ownership of the full customer journey from onboarding through to renewal.
You'll become a trusted advisor to customers, helping them maximise value from the platform, achieve their objectives, and identify opportunities for long-term partnership growth.
This is not a low-touch account management position. Success requires strong organisation, commercial awareness, attention to detail and the ability to thrive in a fast-moving, evolving environment.
Key Responsibilities Managing a portfolio of mid-market SaaS customersLeading onboarding and implementation activitiesBuilding relationships with senior HR, People and business stakeholdersDriving platform adoption and customer engagementConducting regular business reviews and strategic planning discussionsIdentifying retention risks and proactively managing customer healthCreating and progressing upsell and expansion opportunitiesDelivering against customer satisfaction, retention and revenue targetsWorking cross-functionally with Product, Customer Experience and other internal teamsMaintaining accurate customer data and success plans within CRM systems About You We're keen to speak with individuals who can demonstrate:
Experience managing SaaS customers through the full client lifecycleStrong customer retention and renewal experienceCommercial responsibility within an existing customer portfolioA track record of identifying and delivering account growth opportunitiesExperience working with HR, People, Employee Experience or related stakeholdersConfidence engaging with senior decision-makers and business leadersThe ability to interpret customer data and provide strategic recommendationsPractical use of AI tools to enhance productivity, efficiency or customer outcomesExperience operating in a fast-paced, changing environment where priorities can shift quickly Why Consider It? Join a rapidly growing SaaS business in a high-demand marketEnd-to-end ownership of customer relationshipsSignificant autonomy and trust from leadershipOpportunity to influence how Customer Success evolves as the company scalesStrong culture focused on collaboration, continuous improvement and accountabilityHybrid working model with two days per week in Milton Keynes£42,000-£45,000 base salary plus 15% bonus and additional benefits If you're a Customer Success professional who enjoys balancing customer outcomes with commercial responsibility and wants to join an ambitious, growing software business, we'd love to hear from you.