Senior Customer Success Manager

Key Responsibilities

• Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth.
• Lead proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities and business objectives.
• Build, strengthen and maintain strategic relationships with key users, decision-makers and commercial stakeholders across customer organisations.
• Analyse customer health across usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear calls to action.
• Design and deliver tailored engagement initiatives aligned to each customer’s goals, strategy, buying cycle and stage in the customer journey.
• Conduct high-quality business reviews to measure progress against agreed success outcomes and recommend next steps.
• Partner with Sales on commercial discussions, including renewal support, solution recommendations and identification of growth opportunities such as cross-sell, upsell and CSQLs.
• Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams.
• Maintain excellent documentation and process discipline within the Customer Success platform, ensuring records are accurate, useful and action-oriented.
• Support knowledge sharing across the team, contribute to continuous improvement initiatives and act as a role model through high standards, empathy, maturity and accountability.

Skills Knowledge and Expertise

• 3 – 5 years’ experience in a Customer Success client-facing B2B role.
• Hands on experience working with a dedicated Customer Success platform accurately and proactively to manage workflows, maintain data quality and deliver against KPIs.
• Outstanding relationship-building skills, with the ability to engage and influence stakeholders at all levels.
• Advanced communication skills, with the ability to deliver training, onboarding, reviews and recommendations clearly and confidently to different audiences.
• Strong customer success expertise, including success planning, onboarding, customer health, retention strategy and advocacy development.
• Advanced analytical and critical thinking skills, with confidence using customer data and success metrics such as health scores, churn, NPS, CSAT, GRR and NRR to inform decisions.
• Strong coordination, planning and organisational skills, with the ability to lead complex work across multiple stakeholders and priorities.
• Commercial awareness and the ability to work effectively with Sales to support customer value conversations and package recommendations.
• Advanced product, customer journey and customer experience understanding, ideally within a subscription, information, SaaS or professional services environment.
• A collaborative, empathetic and growth-oriented approach, with the confidence to support colleagues, share knowledge and help lead positive change.

Benefits

• Eye care
• Employee Assistance Programme
• A day off for your birthday

• Pension (4% employer contribution and 4% employee contribution)

• Life assurance

• Cycle to work scheme
• Season ticket loan
• £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
• Puregym access
• Perks at work platform access

• Private healthcare

• Company socials 
• Access to Employee Affinity Networks 
• Mentoring scheme 
• Volunteering Day 
• Mortgage Advice
• Work from anywhere (2 weeks)
• Generous parental leave