Full job descriptionSalary: £45,000 - £50,000 + Bonus
Job Type: Full-Time
We are seeking an experienced Customer Success Manager to play a key role in ensuring customers achieve maximum value from our services after implementation. This position is focused on customer adoption, retention, and long-term success. It is not a sales or support role, but rather a strategic relationship management position dedicated to helping customers achieve their business objectives.
Experience working within the Transport sector is essential.
Key Responsibilities
Customer Relationship Management
*Take ownership of customer relationships post-sale, ensuring customers achieve measurable value from the platform and services provided.
*Build trusted partnerships with key stakeholders across customer organisations.
*Act as the primary point of contact for strategic customer engagement.
Success Planning
*Develop and maintain tailored customer success plans, including objectives, milestones, risks, and action owners.
*Drive proactive engagement to support customer goals and deliver long-term value.
Adoption & Engagement
*Monitor customer engagement and product adoption levels.
*Identify and address barriers to adoption before they impact customer outcomes.
*Support customers in embedding solutions into their day-to-day operations.
Business Reviews
*Conduct regular customer check-ins and Quarterly Business Reviews (QBRs).
*Present key outcomes, adoption metrics, upcoming developments, risks, and future opportunities for success.
Account Health Management
*Maintain accurate health scores across customer accounts.
*Identify at-risk customers early and implement recovery plans to improve engagement and retention.
Customer Retention
*Recognise warning signs that may lead to churn and take proactive action to mitigate risk.
*Escalate complex retention issues where appropriate.
Growth Identification
*Identify opportunities where customers may benefit from additional products or services.
*Introduce qualified opportunities to the relevant commercial team without carrying direct sales responsibility.
Voice of the Customer
*Gather and document customer feedback regarding product performance, functionality, and future enhancements.
*Collaborate with internal teams to ensure customer insights help shape future product development and service improvements.
Skills & Experience
*Proven experience in a Customer Success Manager, Account Management, Client Services, or similar customer-facing role.
*Essential experience within Transport sector.
*Strong understanding of customer success metrics including adoption, retention, utilisation, and customer satisfaction.
*Excellent communication and stakeholder management skills.
*Ability to build strong, lasting relationships with customers at all levels.
*Proactive and strategic approach to problem-solving.
*Experience using CRM and Customer Success platforms, such as Salesforce or similar systems.
*Strong organisational skills with the ability to manage multiple customer accounts simultaneously.
*Ability to work collaboratively with Product, Sales, Operations, and Support teams.
Benefits
*Performance-related bonus.
*25 days annual leave plus bank holidays.
*Flexible working arrangements.
*Career development and progression opportunities.
*Health and wellbeing initiatives.
*Regular company events and team activities.
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