Customer Success Manager

Role Overview

• Own the full post-sale lifecycle for a defined portfolio of Interact
• Sideways 6 accounts, from onboarding and go-live through to renewal and expansion.
• Develop and maintain tailored success plans that align platform capabilities to each customer's specific business goals and outcomes.
• Lead and deliver regular Business Reviews (QBRs/EBRs) that demonstrate tangible value and progress against agreed milestones.
• Manage contract renewals proactively, identifying risk early and driving timely closure.
• Identify, qualify, and progress upsell and cross-sell opportunities to meet commercial targets.
• Build trusted, multi-threaded relationships across customer organisations, from platform champions and day-to-day contacts through to executive sponsors.
• Act as the voice of the customer internally, translating customer feedback, usage patterns, and pain points into actionable insights for Product, Support, and Leadership.
• Drive platform adoption across your portfolio, identifying and removing barriers that prevent customers from realising full value.
• Share best practice product knowledge, and Sideways 6 benchmarks to inspire customers and accelerate engagement.
• Monitor customer health and respond proactively to risk signals, developing and executing remediation plans where needed.
• Maintain a deep understanding of the Interact
• Sideways 6 product and communicate features and capabilities clearly and compellingly to customers.
• Maintain accurate, timely account data, renewal forecasts, and activity logs, enabling clear decision-making and forecasting.
• Work cross-functionally with internal departments to resolve customer challenges and escalations swiftly and effectively.

Requirements

• Strong experience in a Customer Success, Account Management, or equivalent customer-facing role within a B2B SaaS environment.
• Demonstrated track record of retaining and growing a customer portfolio, including owning renewals and driving upsell.
• Experience managing complex customer relationships involving multiple stakeholders across different seniority levels.
• Exposure to employee experience, internal communications, HR technology, or digital workplace platforms is advantageous.
• Solid understanding of Customer Success concepts and methodology; success planning, escalation management, expansion identification.
• Strong commercial acumen; comfortable working with ARR, NRR, and renewal metrics.
• Identify, align, and drive action to create impactful change and achieve customer-specific business outcomes.
• Meticulously manage and re-prioritise competing demands based on value and impact to the business.
• Build trusted relationships quickly and maintain them through consistent delivery and follow-through.
• Engage, teach, and tailor your communication to your audience, whether presenting to a platform admin or an executive team.
• Ask smart questions and listen well, for both the literal answer and the motivations, ambitions, and concerns that underpin it.
• Articulate commercial insights clearly and use them to drive adoption and identify growth opportunities.
• Communicate in a clear, concise, and professional manner across verbal and written channels.
• Take ownership of customer issues and escalations, and assertively drive toward a 'Customer First' resolution.
• Are proactive. You identify issues and opportunities before they're raised, and bring solutions alongside problems.
• Are resilient, optimistic, and realistic, comfortable operating in a scaling, fast-moving environment.

Benefits

• 25 days annual leave (with the option to buy and sell additional days)
• Cycle to work scheme
• Access to Learning & Development platform
• ‎Life Insurance
• Auto Enrolment Pensions
• ‎Healthshield (Cashback on dental check-ups and fillings, eye tests, physiotherapy, prescriptions and much more
• Reimburse for usage of personal mobile phone
• ‎Free Gym membership and Free Friday lunch for office based staff