Customer Success Manager – SaaS (Hybrid/Remote)

About the role

We are looking for a proactive Customer Success Manager to own the end‑to‑end journey of our SaaS clients. You will work in a fast‑moving events‑technology business, helping customers realise the full value of our platform while driving retention and growth.

Key responsibilities

• Lead the full customer lifecycle – onboarding, adoption, retention and expansion – for a portfolio of around 20 accounts.
• Serve as the primary point of contact, identifying upsell opportunities and resolving escalated issues swiftly.
• Collaborate closely with sales, product and operations teams to ensure a consistent, high‑quality client experience.
• Travel periodically to client sites and attend key industry events.
• Contribute to strategic planning and track performance metrics such as NPS, retention rate and expansion revenue.

Required profile

• Proven experience in a Customer Success or Account Management role within a SaaS, software or digital‑agency environment, preferably at an SME or scale‑up.
• Demonstrated ability to improve client retention and satisfaction, with confidence in data analysis and reporting to senior stakeholders.
• Strong communication and relationship‑building skills, able to manage multiple priorities in a fast‑paced setting.

Required skills

• Salesforce
• Monday.com

What we offer

• Hybrid working model with flexibility to work remotely.
• Opportunity to shape a growing Customer Success function.
• Competitive salary and a collaborative, service‑focused team.