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Requirements and responsibilities
The Customer Success Manager is the baseline operating role within the Customer Success organisation and is responsible for driving adoption, engagement, and measurable value realisation across a portfolio of mid-market and growth accounts. You will independently own your portfolio, ensuring customers achieve meaningful outcomes from the product while proactively managing account health, risks, and opportunities across the customer lifecycle.This role is central to ensuring strong customer outcomes and renewal readiness. You will work closely with internal teams, including Renewals, Product, Support, and Sales, to ensure customers are successfully onboarded, engaged, and continuously realising value from the product.This is a fully independent ownership role, suited to someone who can manage a portfolio autonomously, interpret customer data to drive action, and proactively engage stakeholders to improve outcomes, retention, and customer satisfaction.Key responsibilitiesCustomer Ownership & Value RealisationOwn a portfolio of mid-market and growth accounts, ensuring customers successfully adopt and realise value from the product.Develop and execute customer success plans tailored to account needs, maturity, and usage patterns.Proactively engage customers to drive adoption, best practices, and continuous value realisation.Independently manage customer relationships across user and business stakeholders.Health Monitoring & Risk ManagementMonitor customer health signals including usage, engagement, sentiment, and feedback.Identify risks, gaps, and churn signals early and take proactive action to mitigate them.Own first-line response to customer health risks and coordinate internally to ensure resolution.Renewal Readiness & Lifecycle ManagementOwn renewal readiness signals for your portfolio by ensuring customers are achieving measurable value.Partner with Renewal Managers by providing structured insights on account health, risks, and stakeholder context.Ensure customers are aligned on value outcomes ahead of renewal cycles, without owning commercial negotiation or contract execution.Customer Engagement & Stakeholder ManagementAct as the primary point of contact for your accounts, building strong, multi-threaded relationships across user and business stakeholders.Run structured customer engagements (e.g. success reviews, QBR-lite sessions) to reinforce value, alignment, and adoption.Maintain strong stakeholder mapping and engagement cadence across your portfolio.Voice of Customer & Cross-Functional CollaborationAct as the voice of the customer, sharing structured feedback with Product, Renewals, Sales, and Support teams.Collaborate with internal teams to remove blockers and improve the customer experience.Support resolution of escalations through cross-functional coordination and ownership.Data, Insights & Continuous ImprovementUse usage, engagement, and customer feedback data to drive proactive decision-making.Identify patterns across your portfolio and propose improvements to processes, playbooks, or customer engagement strategies.Maintain accurate and up-to-date records in CRM and CS systems.What we are looking for2–5 years’ experience in customer success, account management, or SaaS customer-facing roles.Proven ability to independently manage a portfolio of mid-market or growth accounts.Strong analytical skills with the ability to interpret usage and engagement data and translate insights into action.Excellent communication and relationship-building skills, with the ability to engage multiple stakeholders at different levels.Proactive, organised, and comfortable managing competing priorities across multiple accounts.Strong understanding of SaaS business models and customer lifecycle management.Comfortable working in a fast-paced, high-growth environment with evolving processes.Demonstrated ability to operate independently with accountability for customer outcomes.Nice to haveExperience with CRM and Customer Success tools (e.g. Salesforce, HubSpot, Gainsight).Experience working in segmented CS models (SMB / Mid-Market / Enterprise).Exposure to structured renewal or retention processes and collaboration with Renewals teams.
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