Katie Bard
Customer Success Manager
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Customer Success Manager (SaaS)
Hybrid – 2 days per week in the Birmingham office
We are supporting a growing SaaS business in the recruitment of an experienced Customer Success Manager to join their expanding Customer Success function. This role will suit someone who has previously operated in a Customer Success or Account Management capacity within a SaaS environment and is confident managing client relationships post-sale, driving adoption, and supporting long-term retention and growth.
You will take ownership of a portfolio of customers, acting as a trusted partner throughout the customer lifecycle. Working cross-functionally with Sales, Product, and Operations, you will ensure clients maximise value from the platform while supporting renewals and identifying commercial opportunities.
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Key responsibilities include:
- Managing SaaS client relationships from onboarding through to renewal
- Delivering onboarding, training, and ongoing customer engagement
- Driving platform adoption, usage, and customer satisfaction
- Proactively identifying and mitigating risk within accounts
- Supporting renewals and identifying upsell opportunities
- Accurately managing customer activity within a CRM environment
- Feeding customer insight back into the wider business
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About you
- Demonstrable experience in Customer Success or Account Management within a SaaS business or similar
- Strong commercial awareness with exposure to renewals, retention, and upsell
- Confident communicator, comfortable engaging senior stakeholders
- Highly organised with the ability to manage multiple accounts effectively
- Experience using CRM systems (HubSpot or similar advantageous)
Katie Bard is acting as an agency and is an equal opportunities employer.
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