Customer Success Manager

About the role

We are expanding our mid‑market and enterprise customer base and need a Customer Success Manager to own the full post‑sale lifecycle. You will be responsible for delivering measurable value to public‑sector clients and driving renewals and expansion.

Key responsibilities

• Own the end‑to‑end customer journey from handover and kickoff through onboarding, renewal and expansion.
• Manage a portfolio of 25‑40 mid‑market and enterprise accounts (£500K‑£750K ARR).
• Develop and execute strategic account plans, run regular QBRs and map stakeholder relationships.
• Achieve net‑revenue‑retention targets (100%+) with a commission tied to renewals and upsells.
• Act as the voice of the customer, feeding insights to product and commercial teams.
• Maintain accurate records in HubSpot and support cross‑functional initiatives such as CS ops and process improvement.

Required profile

• Proven experience in Customer Success or Account Management with mid‑market/enterprise SaaS accounts (100+ employees, £6K+ ACV).
• Track record of owning commercial outcomes – renewals, upsells, or meeting quota.
• Strong analytical ability to translate data into actionable account health insights.
• Confident communicator across all organisational levels, from end users to senior decision‑makers.
• Comfortable working autonomously in an ambiguous, fast‑moving environment.

Required skills

• HubSpot CRM
• Spreadsheets

What we offer

• Competitive salary £50k‑£65k plus commission and equity options.
• Transparent, benchmarked equity package.
• Generous health cash plan covering dental, optical, therapy and more.
• £130/month personal health, wellness and development allowance.
• 25 days vacation plus bank holidays.
• Dedicated learning and development budget.
• Hybrid working with 3‑5 days in our Central London (Farringdon) office.
• £400 work‑from‑home setup budget.