Caramel Talent
Customer Success Manager - SaaS
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Customer Success Manager
Overview
An opportunity has arisen for an experienced Customer Success Manager to join an established, market-leading organisation that is continuing its evolution into a modern SaaS and insight-led business.
This isn't a customer service position and it isn't a traditional Account Management role. You'll take ownership of an established portfolio of existing clients, building strategic relationships, protecting recurring revenue and identifying opportunities to grow accounts through a consultative approach.
The business has built an outstanding reputation over several decades and works with some of the UK's best-known employers. Their platform combines SaaS technology, employee insight and consultancy to help organisations improve engagement, retention and performance.
The organisation is looking for an experienced Customer Success professional who can hit the ground running after a structured induction, bring commercial maturity and confidently manage senior stakeholder relationships from day one.
This is a fantastic opportunity to join a close-knit, high-performing team where you'll have genuine autonomy, flexibility and the opportunity to make a measurable commercial impact.
The Role
You'll be responsible for managing a portfolio of existing customers, ensuring they continue to see value from the platform whilst protecting annual recurring revenue and identifying opportunities to increase account value.
Responsibilities
Customer Success & Relationship Management
- Manage a portfolio of existing client accounts across a range of sectors
- Build trusted relationships with senior stakeholders including HR Directors, Chief People Officers and executive teams
- Develop strategic account plans focused on retention, engagement and long-term growth
- Lead regular business reviews and customer success meetings
- Become a trusted advisor, understanding each client's commercial objectives
Renewals & Revenue Retention
- Own the renewals process across your account portfolio
- Protect Annual Recurring Revenue through proactive account management
- Identify churn risks early using customer health data and engagement metrics
- Create retention strategies that improve customer satisfaction and long-term loyalty
- Drive improvements in Net Promoter Scores and overall client health
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Commercial Growth
- Identify opportunities to cross-sell and upsell additional products and consultancy services
- Demonstrate platform features and new products where appropriate
- Deliver webinars and virtual customer workshops that increase product adoption and value perception
- Work consultatively to recommend the right solutions based on customer needs rather than transactional selling
Data & Commercial Insight
- Analyse customer health scores and multiple data sources to identify opportunities and risks
- Produce meaningful account insights using CRM reporting and Microsoft Excel
- Maintain accurate forecasting, pipeline management and customer records within HubSpot
- Use commercial data to prioritise activity across your portfolio
Cross Functional Collaboration
- Work closely with Sales, Product, Marketing and Client Experience teams
- Share customer insight to influence future product development and communication strategies
- Support continuous improvement across the customer journey
About You
We're looking for someone who enjoys ownership, thinks commercially and can confidently manage strategic customer relationships without needing constant direction.
You'll be naturally curious, comfortable analysing data and confident having commercial conversations with senior stakeholders.
Most importantly, you'll be someone who takes responsibility, uses your own initiative and enjoys working autonomously within a supportive environment.
Requirements
- At least three years' experience within Customer Success, Client Success, Account Management or a similar commercial role
- Experience managing recurring revenue, renewals and customer retention
- Strong commercial awareness with a proven track record of growing existing accounts
- Experience working within SaaS, technology or subscription-based businesses would be advantageous
- Excellent relationship management skills with experience engaging senior stakeholders
- Strong analytical ability and confidence interpreting customer data
- Advanced Microsoft Excel skills, including formulas and data analysis
- Experience using HubSpot, Salesforce or another CRM platform
- Excellent presentation and communication skills
- Self-motivated, organised and able to work autonomously
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What We're Looking For
This role would particularly suit someone currently working as a:
- Customer Success Manager
- Senior Customer Success Manager
- Client Success Manager
- Strategic Account Manager
- Account Manager
- Enterprise Account Manager
- Client Partner
- Customer Growth Manager
We're not looking for highly transactional sales professionals. Success in this role comes from building trusted relationships, understanding customer needs and delivering long-term commercial value.
Location & Hours
- Location: Wrexham (approximately 15-20 minutes from Chester)
- Hybrid Working: 3 days per week in the office (typically Monday, Tuesday and Thursday)
- Hours: Flexible 37.5-hour week with core hours between 9:30am and 3:30pm
Typical working patterns include:
- 8:00am to 4:00pm
- 8:00am to 4:30pm
- 9:00am to 5:00pm
Travel to customer sites is minimal, with the majority of meetings and workshops delivered virtually.
Salary
£30,000 - £42,000, some flexibility for a more senior candidate
Benefits
- Hybrid working
- Flexible working hours
- On-site chef providing restaurant-quality lunches
- 25-30 days annual leave depending on length of service
- Sports and fitness allowance
- Private Health Insurance after three months
- Pension with 5% employer contribution after three months
- Life Insurance (4x salary)
- Free on-site parking
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