Customer Success Manager

£40,000 base + bonus | Hybrid – 2 days per week in the Birmingham office

We are supporting a growing SaaS business in the recruitment of an experienced Customer Success Manager to join their expanding Customer Success function.

This role will suit someone who has previously operated in a Customer Success or Account Management capacity within a SaaS environment and is confident managing client relationships post-sale, driving adoption, and supporting long-term retention and growth.

You will take ownership of a portfolio of customers, acting as a trusted partner throughout the customer lifecycle. Working cross-functionally with Sales, Product and Operations, you will ensure clients maximise value from the platform while supporting renewals and identifying commercial opportunities.

Key responsibilities include:

• Managing SaaS client relationships from onboarding through to renewal
• Delivering onboarding, training and ongoing customer engagement
• Driving platform adoption, usage and customer satisfaction
• Proactively identifying and mitigating risk within accounts
• Supporting renewals and identifying upsell opportunities
• Accurately managing customer activity within a CRM environment
• Feeding customer insight back into the wider business

About you

• Demonstrable experience in Customer Success or Account Management within a SaaS business
• Strong commercial awareness with exposure to renewals, retention and upsell
• Highly organised with the ability to manage multiple accounts effectively
• Experience using CRM systems (Hub Spot or similar advantageous)

Katie Bard is acting as an agency and is an equal opportunities employer.