Customer Success Manager (B2B SaaS)

What you will be doing

• Own and develop a portfolio of B2B SaaS customers, building relationships with key stakeholders and decision-makers.
• Lead regular customer reviews, success planning and strategic conversations linked to measurable business outcomes.
• Drive product adoption, engagement and value realisation throughout the customer lifecycle.
• Identify churn risks early and coordinate proactive plans to improve retention and customer satisfaction.
• Identify and progress renewal, upsell and cross-sell opportunities with sales and commercial colleagues.
• Partner with onboarding, product and support teams to resolve issues and represent the voice of the customer.
• Maintain accurate account plans, renewal forecasts and customer health information in CRM and CS systems.

What we are looking for

• Proven customer success, account management or post-sales experience within a B2B SaaS or software business.
• A track record of managing customer relationships, improving retention and delivering commercial outcomes.
• Confidence working with senior stakeholders and translating customer objectives into clear success plans.
• Experience recognising and developing expansion opportunities without compromising the customer relationship.
• Comfort with customer metrics, CRM platforms and a structured, proactive approach to managing a portfolio.
• Excellent communication, prioritisation and problem-solving skills, with the ability to work independently.

The package: £70,000 base salary plus £30,000 target commission (£100,000 OTE). Flexible UK hybrid working, with one day per week in the London office.

Apply now to find out more. This opportunity is being advertised by a recruitment partner on behalf of a confidential client.