Own and manage a portfolio of client accounts, focusing on renewals, retention, and price yield
Build trusted relationships with clients, including senior and C-suite stakeholders
Proactively reduce cancellations through regular engagement, value-led conversations, and strong renewal messaging
Develop and execute customer success plans to improve satisfaction, retention, onboarding, and first-year renewal outcomes
Drive product adoption by creating usage plans, identifying training needs, and educating clients on product value and differentiation
Identify cross-sell and upsell opportunities, share customer feedback, and build strong industry and product knowledge
Maintain accurate forecasting, CRM records, territory plans, account health updates, escalations, and issue resolution through the right internal teams

Minimum 5–8 years' experience in Customer Success, Account Management, or a similar client-facing role
Proven track record of retaining and growing a portfolio of accounts
Strong relationship-building skills, including experience engaging with C-level stakeholders
Excellent account planning, organisation, and prioritisation skills
Highly customer-focused with strong commercial awareness
Outstanding verbal and written communication skills, with the ability to explain complex ideas clearly
Proficient in Salesforce or equivalent CRM platforms

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role)
Flex My Way
Career Development and Growth
Industry Competitive Benefits
Culture
Social Impact
Making a Real-World Impact

Customer Success Manager

Key skills