Customer Success Manager – SaaS (Remote/Hybrid)

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 with a portfolio of around 20 event‑technology customers, ensuring they adopt, retain and expand their use of our platform.

Key responsibilities

• Lead onboarding, adoption, retention and growth activities for assigned accounts.
• Serve as the primary point of contact, identifying upsell and cross‑sell opportunities.
• Resolve escalated issues swiftly and coordinate with sales, product and operations teams.
• Travel periodically to client sites and attend client‑hosted events.
• Monitor and report on KPIs such as NPS, retention rate and expansion revenue.

Required profile

• Proven experience in Customer Success or Account Management within a SaaS, software or digital agency environment, preferably at an SME or scale‑up.
• Demonstrated ability to improve client retention and satisfaction using data‑driven insights.
• Comfort presenting performance metrics and reports to senior stakeholders.
• Hands‑on experience with CRM tools.

Required skills

• Salesforce
• Monday.com

What we offer

• Hybrid working model combining remote flexibility with occasional on‑site visits.
• Competitive salary range £35,000‑£40,000 per year.
• Opportunity to shape the Customer Success function in a fast‑growing company.