Take the lead on the Customer Success approach to deliver world-class support and account management
Foster a customer-first culture focused on proactive engagement, satisfaction, and long-term retention
Act as an escalation point for complex client issues, ensuring swift and effective resolution
Maintain oversight of all customer success activities to guarantee service quality and consistency
Implement structured feedback loops between customers, product, sales, and operational teams to improve the customer journey
Develop and execute the annual customer success plan, aligned with JET’s strategic and financial objectives
Track key performance indicators (KPIs) for customer satisfaction (NPS), retention, and expansion revenue
Provide regular departmental reporting to the Commercial Director and Senior Leadership Team (SLT), analysing trends and recommending improvement initiatives
Identify expansion and cross-sell opportunities within existing accounts, supporting commercial growth
Drive initiatives that increase adoption, usage, and advocacy of JET’s software products
Ensure CRM data integrity, with accurate account and contact management for all customers
Analyse current processes, identify inefficiencies, and implement improvements to increase scalability and customer value.

Proven experience in Customer Success or Account Management within a SaaS or technology environment
Strong people management skills, with experience working across cross-functional teams
Demonstrated success in improving customer satisfaction, retention, and revenue growth
Excellent understanding of SaaS customer lifecycle management and success metrics
Experience in the events industry is highly desirable but not essential
Confident in data analysis, performance measurement, and reporting to senior stakeholders
Skilled in CRM systems, Microsoft Office (especially Excel), and communication and AI tools.

Customer Success Manager

Key skills