Full job descriptionThe Role
On behalf of our client, we are seeking a Customer Success Manager. This is a leadership role within the Commercial Team, driving client value and commercial growth. The role leads the Customer Success team, overseeing client onboarding, implementation projects, and strategic relationship management.
Reporting to the Head of Commercial, you will work closely with Technical Services, Product, and Commercial teams to ensure a consistent, value-driven experience for every client.
Responsibilities will include
• Lead, mentor, and develop a growing team of Customer Success Executives.
• Create clear objectives, KPIs, and development plans for the team.
• Oversee end-to-end customer onboarding and implementation projects.
• Build and maintain strategic relationships with key client stakeholders.
• Identify and drive upselling and cross-selling opportunities to grow revenue.
• Develop scalable processes, templates, and playbooks for customer success.
• Manage escalations, ensuring timely and effective resolution of issues.


The Person
The ideal candidate is a proactive leader with strong stakeholder management skills and a passion for delivering measurable customer value.
*Proven experience leading a Customer Success, Account Management, or Implementation team in a SaaS environment.
*Excellent stakeholder management and relationship-building abilities.
*Demonstrated success delivering onboarding or implementation projects on time and within budget.
*Strong communication and presentation skills with commercial awareness.
*Ability to analyse data and metrics such as NPS, CSAT, retention, and time-to-value


Benefits:
*30 day holiday allowance including bank holidays, with option to work bank holidays and use the allowance on other days.
*Perk box benefits (discounts and free products)
*Private Medical Insurance
*Health and well-being programme
*Company Pension Scheme


The Location:
Central Bristol – 100% office based


The Hours:
Monday – Friday 40 hours per week


The Salary:
£35-40,000