Claimlane
Customer Success Manager
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Claimlane · London · In-office · Full-time
About Claimlane
Claimlane helps retailers and brands manage returns and claims more efficiently while delivering a better customer experience.
As we grow in the UK, we are hiring our first Customer Success Manager in London to own and grow our customer relationships in the market.
About the role
This is a foundational hire. You will own the full post-sale relationship for a book of UK accounts, including onboarding, adoption, retention, and expansion.
Your mission is to make customers so successful with Claimlane that they stay and grow. You will work towards 99% gross retention and 130% net revenue retention across your book.
You will work closely with our Implementation Specialist, who owns technical implementation and configuration. You will own the commercial relationship with each customer from onboarding through renewal and expansion.
What you will do
- Own a book of accounts, with a clear view of each customer’s ARR, renewal date, health, success goals, and risks.
- Build strong relationships with customer stakeholders, including senior decision-makers.
- Own the full renewal pipeline, ensuring every renewal is tracked, forecasted, and actively managed.
- Run structured check-ins, value reviews, QBRs, and renewal conversations.
- Identify and close expansion opportunities, including upsell, cross-sell, and seat growth.
- Spot early churn and downgrade risks, understand the underlying issues, and take action before they escalate.
- Create value realization plans and show customers the measurable outcomes Claimlane delivers.
- Maintain a documented success plan for every account and review it with customers at least once per quarter.
- Translate customer feedback into clear, actionable input for the product team.
- Work closely with Implementation to ensure a smooth transition from implementation into ongoing Customer Success.
- Help shape Claimlane’s Customer Success approach in the UK as our first CSM in the market.
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What your first 90 days will look like
Month 1
- Complete onboarding on the product, customer base, and renewal and expansion process.
- Map your assigned book by ARR, renewal date, and customer health.
- Complete check-in calls with your highest-value accounts.
- Identify accounts at risk of churn or downgrade.
- Take full ownership of customer communication across the book.
- Run your first renewal conversations.
Month 2
- Own the full renewal pipeline for your book.
- Close or renew at least 90% of accounts due for renewal during the month.
- Close at least three expansion opportunities sourced from your book.
- Deliver QBRs to at least five of your highest-value accounts.
Month 3
- Be on a documented, on-track path to 99% gross retention and 130% net revenue retention.
- Ensure every account has a documented success plan.
- Establish fully independent ownership of the commercial relationship for every account.
- Share the most important recurring customer and product feedback with the product team.
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What we are looking for
- Strong commercial instincts and confidence owning renewal, upsell, and cross-sell conversations.
- A track record of achieving or exceeding gross retention and net revenue retention targets.
- Experience building genuine customer relationships and understanding what value means to each customer.
- Confidence running structured check-ins, QBRs, and renewal conversations with stakeholders at multiple levels.
- The ability to identify churn risk early and take decisive action.
- Experience managing a book of accounts independently and prioritising time across multiple customer relationships.
- Strong written and verbal communication skills.
- A structured, organised approach, with a habit of documenting decisions and following up.
- An understanding of the UK commercial and retail market.
- The ambition and ownership to help build a Customer Success function in a new market.
We value:
- Extreme ownership
- Teamwork
- Ambition
- Customer focus
- Proactivity
- Honesty
- Transparency
Why join Claimlane?
You will be Claimlane’s first Customer Success Manager in the UK. Based in our London office, you will have the autonomy to shape how we manage and grow customer relationships in the market, while working closely with the wider team as Claimlane scales.
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