Senior Customer Success Manager

Role Overview

• Owning and developing a portfolio of Tier 3 partner accounts through a scalable, digital-first engagement model.
• Driving retention and renewals, monitoring customer health data to identify risks and growth opportunities early.
• Designing and delivering outreach cadences, engagement journeys, and feedback programmes (NPS, CSAT).
• Identifying and supporting commercial growth opportunities within existing accounts.
• Improving Customer Success processes, playbooks, reporting, and tooling, including automation workflows and health scoring.
• Acting as the internal expert on Customer Success tooling (we currently use Vitally) and supporting strategic initiatives including lifecycle optimisation and segmentation.
• Supporting escalations and complex customer conversations across the wider CS team, and informally coaching others to raise the bar.

Requirements

• Experience in Customer Success, Account Management, or a similar commercial customer-facing role.
• Proven ability to manage a scaled or digital-first portfolio.
• Strong commercial awareness, comfortable spotting and supporting growth opportunities.
• Experience improving Customer Success processes or operational frameworks.
• Hands-on experience with CS platforms for health scoring, engagement, and automation (Vitally experience a plus).
• Strong analytical skills and clear, confident communication.
• It Would Be Great If You Also Had:
• Experience working with public sector organisations, including NHS or local government.
• Exposure to financial wellbeing, employee benefits, SaaS, payroll, or service-led industries.
• Experience within a scaling Customer Success environment.
• Exposure to renewals, upsell activity, or commercial collaboration with Sales.

Benefits

• Fully remote working, with the flexibility to work from where you perform best.
• 25 days' annual leave, increasing with tenure, plus the option to purchase up to 5 additional days.
• Your birthday off.
• Collaborative team bonus for non-commission roles.
• Pension with salary sacrifice contributions, AVC options, and pension contributions on bonus earnings.
• Salary sacrifice schemes through Perkbox
• car leasing, gym memberships, tech purchases.
• Medical cashback scheme.
• Enhanced parental leave.