SaaS Customer Success Manager

Location: Birmingham – Hybrid (1–2 days per week in the office)

Salary: Up to £40,000 + commission

Benefits: Private medical, enhanced pension, 25 days holiday + bank holidays, electric car scheme, cycle to work

Our client, a growing SaaS organisation within the fintech space, is hiring a Customer Success Manager to support and expand its rapidly increasing customer base.

This role offers the opportunity to play a key part in shaping Customer Success best practice within a scaling business, while building long-term client relationships and driving retention, renewal, and upsell activity.

• Onboard new clients and guide them through a successful SaaS adoption journey
• Manage and develop client relationships, ensuring value, ROI, and long-term engagement
• Proactively identify and support at‑risk accounts
• Deliver ongoing training and support to users
• Drive renewals, retention, and upsell performance against targets
• Capture customer feedback and testimonials to support product and sales teams
• Maintain accurate activity and pipeline data within the CRM
• Collaborate closely with internal teams to influence product improvements
• Contribute ideas to increase user engagement and platform adoption

You’ll work closely with Customer Success, Sales, Product, and wider business teams to ensure clients receive a consistently high-quality experience.

• Proven experience in SaaS Customer Success or SaaS Account Management (essential)
• Strong client-facing communication skills, including presenting and stakeholder management
• Experience with renewals, upselling, and contract discussions
  
  Highly organised, with the ability to manage multiple accounts and priorities
• Comfortable working with CRM platforms (Hub Spot or similar)

The ideal candidate will bring a client-first mindset, commercial awareness, and a proactive, delivery-focused approach. You’ll enjoy working in a fast-growing, collaborative SaaS environment with genuine scope to progress as the business scales.

• Join a rapidly growing SaaS business with clear progression opportunities
• Play a hands‑on role in shaping Customer Success processes
• Hybrid working with flexibility
• Competitive benefits package focused on wellbeing and work–life balance