Customer Success Manager

About the role

We are looking for a customer‑focused, commercially driven professional with experience in digital B2B SaaS to manage a growing portfolio of customers. In this role you will drive retention, product adoption and net revenue growth by building strong partnerships and delivering measurable value throughout the customer journey.

Key responsibilities

• Monitor and manage customer health scores, usage analytics and risk indicators to proactively address churn.
• Execute standardized customer‑success playbooks and own net‑revenue‑retention targets for your portfolio.
• Lead strategic check‑ins and Quarterly Business Reviews using data‑driven insights, scorecards and ROI metrics.
• Drive feature adoption through gap analysis, targeted engagement campaigns and tailored guidance.
• Define and track success metrics aligned to customer business outcomes.
• Deliver scalable onboarding experiences using playbooks and self‑service resources.
• Identify expansion and upsell opportunities and collaborate with Sales to progress commercial deals.
• Utilise AI‑assisted sentiment analysis and customer feedback to inform engagement strategies.
• Partner with Product teams to communicate feedback, feature requests and pain points.

Required profile

• Minimum 3 years experience as a Customer Success Manager in a B2B SaaS environment, preferably with mid‑market or enterprise customers.
• Strong communication and stakeholder‑management skills, able to engage at all organisational levels.
• Proven ability to build trusted relationships in complex customer environments.
• Passion for delivering exceptional customer experiences and championing high‑quality outcomes.
• Confidence analysing health metrics, usage data and sentiment insights.

Required skills