Customer Success Manager – Lief | Remote; UK

Overview

Lief, a fast-growing B2B SaaS company revolutionising the children’s homes and supported accommodation sector, is seeking a Customer Success Manager
. This full-time, remote UK-based role offers £30,000/year plus commission and ESOPS.

The successful candidate will combine day-to-day account management with strategic leadership, driving client satisfaction, retention, and expansion while shaping the overall customer success strategy.

• Job Title: Customer Success Manager
• Employer: Lief
• Location: Remote (UK-based)
• Pay: £30,000/year + Commission + ESOPS
• Job Type: Full-Time

Customer Account Management

• Own a portfolio of clients, ensuring maximum value from the SaaS platform
• Onboard new clients and guide them through product features and workflows
• Build strong relationships with stakeholders, proactively resolving challenges
• Identify upselling and cross-selling opportunities
• Drive adoption and retention through tailored solutions and training
• Handle escalations and resolve customer issues efficiently

Customer Success Strategy & Leadership

• Collaborate with leadership to refine customer success strategies
• Develop best practices for onboarding, adoption, and issue resolution
• Use data-driven insights to improve customer experience
• Contribute to initiatives such as health scoring, renewal strategies, and expansion plans
• Partner with Sales, Marketing, and Product teams to integrate customer feedback
• Present customer success reports to leadership

Team Collaboration & Mentorship

• Mentor junior team members on account management and engagement best practices
• Share insights to continuously improve strategy and execution
• Lead internal meetings to discuss feedback, challenges, and opportunities

Essential:

• 5+ years in Customer Success or Account Management within B2B SaaS
• Experience in both hands-on support and strategic planning
• Proven track record of customer satisfaction, onboarding, and account growth
• Exceptional communication skills (written and verbal)
• Analytical mindset with data-driven decision-making ability
• Familiarity with CRM and customer success platforms (e.g., Zoho)
• Ability to manage escalations professionally
• Experience mentoring or leading junior team members
• Strong understanding of SaaS metrics (churn, NRR, ARR, retention)
• UK-based, remote work capability

Preferred:

• Experience in social care, care homes, or supported accommodation
• Degree in Business, Marketing, or related field
• Certifications in Salesforce, Gainsight, or similar tools
• Experience building scalable customer success programs

• £30,000/year + Commission + ESOPS
• Flexible remote working environment
• Opportunities for professional development and career progression
• Inclusive company culture with strong work-life balance
• Chance to impact a socially-driven mission improving lives of young people and care workers

Lief is a mission-driven SaaS company empowering care workers through innovative solutions. By combining technology with social impact, Lief supports thousands of professionals in children’s homes and supported accommodation, driving real-world change.

How to Apply:

• Submit your CV via Lief’s recruitment channels.
• Highlight your SaaS customer success and account management experience.
• Shortlisted candidates will be contacted for interview.

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