Customer Success Manager
New
Brierley Hill, UKFull-TimeMiddle
Salary50,000 - 52,500 GBP per year
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisAccount ManagementRelationship managementCustomer SuccessSaaS
Requirements
- 3+ years of experience in SaaS renewals, CS, Professional Services or Account Management.
- Experience managing or engaging at mid-market or enterprise level.
- Understanding of SaaS metrics including ARR, GRR, NRR, and Churn.
- Bachelor’s degree required.
- Customer-centric mindset in a customer-facing role.
- Tech-fluent mindset with curiosity about software.
- Analytical rigor with the ability to interpret usage and billing data.
- Ability to navigate difficult conversations and de-escalate friction.
- Experience with Planhat or a similar Customer Success Platform (CSP) is a plus.
Responsibilities
- Own the client relationship as the main point of contact.
- Drive proactive growth and identify opportunities for expansion.
- Master the WorkWave platform to support client business needs.
- Advocate for the product by feeding insights back to Product and Engineering teams.
- Navigate complexities of customer needs and operational challenges.
- Partner with Account Managers to gain a 360-degree view of the customer.
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