Customer Success Manager

Morgan Mckinley (Crawley) • Permanent • Horsham, West Sussex, England, United Kingdom • 6h ago

Are you passionate about building strong client relationships and delivering exceptional customer experiences? We're looking for an experienced Customer Success Manager to join a fabulous technology business and play a key role in driving customer satisfaction, retention, and long-term success.

This is an exciting opportunity to work at the heart of the business, acting as the bridge between customers, support, and product teams to ensure clients receive maximum value while helping shape its future development.

The Role

As Customer Success Manager, you'll take ownership of the day-to-day customer portfolio, proactively managing relationships, identifying opportunities to improve engagement, and ensuring customers achieve their desired outcomes.

You'll work closely with internal teams to monitor account health, deliver strategic account reviews, and champion the voice of the customer across the organisation.

Key Responsibilities

Proactively manage customer accounts.
Monitor customer satisfaction, identify trends, and provide regular updates to internal stakeholders.
Support customer retention and recurring revenue targets through effective account management.
Conduct Business Reviews with key clients, reviewing performance, usage, future objectives, and opportunities for growth.
Collaborate closely with the Support team to identify recurring issues and implement proactive customer success initiatives.
Deliver customer communications, training, and engagement activities that improve adoption and satisfaction.
Work alongside Product teams to communicate customer feedback, feature requests, and enhancement opportunities.
Represent the customer perspective in internal discussions, helping influence future product development.

About You

We're looking for someone who enjoys working collaboratively, is commercially aware, and thrives on building lasting customer relationships.

You'll ideally have:

Previous experience in a Customer Success, Account Management, Client Relationship, or Customer Experience role.
A proven ability to manage multiple client accounts while maintaining exceptional service levels.
Experience conducting business reviews with key stakeholders.
Strong communication and relationship-building skills.
A proactive, solutions-focused approach to customer engagement.
The ability to analyse customer data and identify trends, risks, and opportunities.
Confidence managing priorities in a fast-paced technology or SaaS environment.

If you're passionate about customer success and want to make a real impact by helping clients achieve the best possible outcomes, we'd love to hear from you.

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