Customer Success Manager

About the role

The Customer Success Manager will lead the creation and execution of the customer success function for a fast‑growing, investor‑backed B2B business. Reporting directly to the Chief Marketing Officer, the role combines strategic planning, cross‑functional collaboration and delivery of measurable commercial results.

Key responsibilities

• Develop and implement a comprehensive Customer Success strategy.
• Design and introduce a Customer Health framework.
• Create and execute customer retention and reactivation programmes.
• Monitor engagement metrics and identify opportunities to increase customer lifetime value.
• Build scalable Customer Success processes as the business expands.
• Own and continuously improve the company’s loyalty programme, driving adoption and measuring success.
• Lead Voice of Customer initiatives, manage surveys and Net Promoter Score (NPS), analyse feedback and provide actionable recommendations.
• Use data and insights to influence business decisions.
• Develop relationships with strategic accounts, identify growth opportunities and partner with Marketing on ABM initiatives.
• Enhance the overall customer journey by collaborating with Customer Service and Operations, reviewing support processes and supporting events coordinators.

Required profile

• Commercially minded professional with a passion for creating new ways of working.
• Enjoys influencing business growth and driving customer loyalty.
• Comfortable operating in a fast‑paced environment.
• Strong analytical mindset and ability to work cross‑functionally.

Required skills