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Customer Success Manager
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Customer Success Manager
Sunderland | £32,000 - £42,000 + Share Options
Ever wanted the chance to build a Customer Success function instead of simply inheriting one?
We're working with a fast-growing B2B SaaS business that's looking for its first dedicated Customer Success Manager. This isn't a role where you'll follow an established playbook - you'll help create it.
You'll take ownership of the customer journey from onboarding through to renewal, helping customers get the most from the platform while building the processes, systems and customer success framework that will support the business as it scales.
The role
- Own customer onboarding and ensure customers achieve value as quickly as possible.
- Build long-term relationships across your customer portfolio.
- Create and improve Customer Success processes, playbooks and retention strategies.
- Develop systems to identify churn risk before it becomes an issue.
- Manage renewals and identify opportunities to grow existing accounts.
- Work closely with Product and the wider business to feed back customer insight and improve the customer experience.
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What we're looking for
- 3+ years' experience in Customer Success or Account Management within B2B SaaS.
- Experience owning the full customer lifecycle, from onboarding through to renewals.
- A track record of improving retention, reducing churn and growing customer accounts.
- Someone who enjoys building systems, processes and ways of working rather than simply following existing ones.
- Comfortable having technical conversations and learning a new product quickly.
- Cybersecurity, IT or other regulated software experience would be beneficial but isn't essential.
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What's on offer
- £32,000 - £42,000 depending on experience.
- Share options.
- Join at an exciting stage where you'll have genuine influence over how Customer Success develops.
- Work directly with founders and senior leadership in a collaborative environment where ideas can be implemented quickly.
- Clear progression opportunities as the business continues to grow.
If you're looking for a role where you can genuinely shape a Customer Success function and make a visible impact, we'd love to hear from you.
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