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Customer Success Manager
Location: Surrey area (Hybrid – 3 days in office)
Are you passionate about creating exceptional customer experiences and building high-performing customer success functions from the ground up?
We're partnering with a fast-growing, investor-backed B2B business entering an exciting new phase of growth. As Customer Success Manager, you'll report directly to the Chief Marketing Officer and have the unique opportunity to design and lead the company's Customer Success strategy, driving customer retention, loyalty, and long-term commercial growth.
This is a highly visible role with real influence, ideal for someone who thrives in a scale-up environment, enjoys solving complex business challenges, and wants to make a lasting impact.
Key Responsibilities
Build & Lead Customer Success
- Develop and execute the company's Customer Success strategy.
- Design scalable customer success processes that support business growth.
- Build and implement a Customer Health Score framework.
- Develop retention, renewal, and customer reactivation initiatives.
- Drive customer lifetime value through proactive engagement strategies.
Customer Loyalty & Engagement
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- Own and evolve the company's customer loyalty programme.
- Increase customer adoption, engagement, and advocacy.
- Measure programme performance and implement continuous improvements.
Voice of the Customer
- Lead Voice of Customer initiatives across the organisation.
- Manage customer surveys, Net Promoter Score (NPS) and feedback programmes.
- Analyse customer insights and turn data into meaningful business recommendations.
- Influence strategic decisions through customer intelligence.
Strategic Account Growth
- Build strong relationships with key customer accounts.
- Identify upselling, cross-selling, and expansion opportunities.
- Partner with Marketing on Account-Based Marketing (ABM) campaigns.
Customer Experience Excellence
- Continuously improve the end-to-end customer journey.
- Collaborate with Customer Service, Operations, and Technology teams to enhance service delivery.
- Review and optimise customer support processes.
- Support customer events and engagement initiatives that create memorable experiences.
What We're Looking For
We're seeking a commercially minded Customer Success professional who enjoys building new capabilities, influencing strategy, and delivering measurable business outcomes. You'll be proactive, data-driven, and comfortable working in a fast-paced, high-growth environment where your ideas will directly shape the future of the business.
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Essential Experience
- Proven experience in Customer Success, Customer Experience, or Strategic Account Management.
- Strong track record of developing customer retention and engagement strategies.
- Experience managing customer lifecycle programmes and customer journeys.
- Strong CRM knowledge (HubSpot experience is advantageous).
- Excellent project management and stakeholder management skills.
- Analytical mindset with the ability to interpret customer data and identify trends.
- Commercial awareness with a focus on customer lifetime value, retention, and growth.
Desirable Experience
- Building or scaling a Customer Success function.
- Loyalty programme management.
- Voice of Customer (VoC) initiatives.
- Account-Based Marketing (ABM).
- Improving customer service operations.
- Experience within high-growth or subscription-based businesses.
If this role aligns with you, please click apply and I will reach out to discuss further.
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