Assured Insights
Customer Success Manager
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Customer Success Manager
Customer Success Manager - Assured Insights
This is a unique opportunity to join Assured Insights as our first dedicated Customer Success Manager.
You will work directly with the Head of Customer Success and CEO to help shape how Customer Success operates across the business.
About the Role
This is not a traditional account management role, nor is it a purely sales-led one. We are looking for someone who is:
- Highly confident
- Commercially astute
- Exceptionally relationship-driven
The right candidate will demonstrate comfort operating with senior stakeholders, earning trust quickly, and acting as a genuine strategic partner to customers.
This role prioritises long-term customer value and partnership over short-term sales. While commercial growth is important, it should flow organically from:
- Strong customer relationships
- Excellent delivery alignment
- A deep understanding of client goals and challenges
The successful candidate will own a portfolio of strategic clients, focusing on:
- Driving customer value
- Retaining accounts
- Identifying expansion opportunities
- Ensuring long-term partnership success
They will also play a key role in:
- Leading customer conversations confidently
- Influencing senior stakeholders
- Coordinating internally across multiple teams
- Creating momentum within client accounts
Key Responsibilities
Customer Success & Retention
- Drive customer satisfaction, retention, and long-term engagement
- Build strong relationships within customer organisations to strengthen partnership resilience
- Identify risks early and proactively manage customer health and churn risk
- Create and maintain success plans for key accounts
- Monitor adoption, engagement, delivery alignment, and account sentiment
- Own and manage customer backlogs and future workstreams, ensuring continuous value and engagement
- Collaborate closely with delivery teams to maintain customer momentum and value realisation
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Commercial Growth & Revenue Operations
- Identify account expansion and upsell opportunities
- Lead the coordination and delivery of proposals for new projects and expansion opportunities
- Provide commercial QA to ensure scopes of work align with customer outcomes
- Accountable for delivery and upsell pipeline visibility across assigned accounts
- Support forecasting and pipeline management within the CRM system
Internal Collaboration
- Partner closely with delivery, engineering, sales, and leadership teams
- Advocate internally as the voice of the customer
- Help improve onboarding, communication, and customer engagement processes
Requirements
Essential Experience
- 3+ years’ experience in Customer Success, Account Management, Client Services, Consulting, or relationship-led commercial roles
- Proven ability to build trusted relationships with senior stakeholders
- Highly confident communicator
- Experience in managing B2B customer relationships in a technology, data, SaaS, consulting, or professional services environment
- Strong commercial awareness with the ability to discuss business outcomes
- Experience managing multiple client relationships simultaneously
- Exceptionally organised with the ability to coordinate complex customer activity
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Ideal Background (Nice to Have but Not Mandatory)
- Experience in data, analytics, BI, AI, or technology services
- Experience with enterprise or mid-market customers
- Experience in a consultancy or services-led environment
- Experience helping build or scale Customer Success processes
- Familiarity with customer health scoring, QBRs, renewals, and success planning
Personal Attributes
- Exceptionally relationship-driven and people-oriented
- Highly confident when leading senior customer conversations
- Commercially aware but not overly sales-led – focused on long-term partnership value
- Proactive and solutions-oriented with strong ownership
- Naturally organised, dependable, and accountable
- Excited by building strong relationships and scalable processes
- Comfortable operating with autonomy and accountability in a growing business
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