Customer Success Manager

About the role

We are looking for a dynamic Customer Success Manager to lead our Commercial Team in Bristol. In this senior‑level position you will own the end‑to‑end client journey, from onboarding through implementation to long‑term relationship management, ensuring customers realise measurable value.

Key responsibilities

• Lead, mentor and develop a growing team of Customer Success Executives.
• Set clear objectives, KPIs and development plans for the team.
• Oversee end‑to‑end customer onboarding and implementation projects.
• Build and maintain strategic relationships with key client stakeholders.
• Identify and drive upselling and cross‑selling opportunities to increase revenue.
• Develop scalable processes, templates and playbooks for customer success.
• Manage escalations and ensure timely resolution of issues.

Required profile

• Proactive leader with strong stakeholder management skills.
• Proven experience leading a Customer Success, Account Management or Implementation team in a SaaS environment.
• Track record of delivering onboarding or implementation projects on time and within budget.
• Excellent communication, presentation and commercial awareness.
• Ability to analyse data and metrics such as NPS, CSAT, retention and time‑to‑value.

Required skills

What we offer

• 30 days holiday allowance including bank holidays, with flexible use.
• Perk box benefits (discounts and free products).
• Private Medical Insurance and health‑and‑well‑being programme.
• Company Pension Scheme.