Customer Success Manager – Office Based (Peterlee)

About the role

We are seeking an experienced Customer Success Manager to own the end‑to‑end journey of existing customers in Peterlee. You will work closely with product teams to ensure customers realise value from the platform, build trusted relationships and drive long‑term adoption.

Key responsibilities

• Lead onboarding through to go‑live, including setup, configuration and readiness checks.
• Deliver remote and on‑site training sessions and manage all related documentation.
• Act as the primary contact and escalation point for assigned accounts.
• Conduct regular account reviews to monitor adoption, usage and success metrics.
• Collaborate with internal stakeholders, especially Head of Product and Key Product Manager, to align on customer needs.
• Identify opportunities for upsell or cross‑sell in partnership with the dedicated sales team.

Required profile

• Proven experience in a Customer Success or account management role.
• Strong relationship‑building skills and a passion for helping customers succeed.
• Ability to take ownership of the full customer lifecycle.
• Comfortable working in an office‑based environment with occasional travel.
• Self‑motivated, organised and able to work autonomously.

Required skills

What we offer

• Salary £42,000 – £45,000 DOE.
• Company performance bonus (up to 5%).
• 25 days holiday + bank holidays.
• Private medical insurance, health cash plan, life insurance and enhanced maternity/paternity pay.
• Pension via salary exchange and electric‑car salary sacrifice scheme.
• Free on‑site parking, kitchen facilities, fresh fruit & coffee.
• Paid volunteering leave and employee referral scheme.