Customer Success Manager

This will be the company’s first dedicated Customer Success hire and is an excellent opportunity to take ownership of onboarding, retention and customer growth.

Responsibilities

• Own the onboarding process for new customers.
• Help customers achieve value from the platform as quickly as possible.
• Manage a portfolio of accounts and act as the main point of contact.
• Drive product adoption, renewals and account expansion.
• Identify churn risks and take action to improve retention.
• Support customers with questions around compliance, controls and audits.
• Share customer feedback with the product and leadership teams.

Ideal Background

• Previous experience in Customer Success, Account Management or a similar client-facing role.
• SaaS experience is strongly preferred.
• Confident managing onboarding, renewals and ongoing customer relationships.
• Comfortable learning and explaining a technical product.
• Organised, proactive and highly customer-focused.
• Strong communication and stakeholder management skills.
• Cybersecurity or compliance experience is beneficial but not essential.

Package

• £30k-£40k base salary, depending on experience.
• Share options.
• Opportunity to become the first dedicated Customer Success hire.
• Clear scope to shape the customer journey and future function.
• Direct access to the founding and product teams.
• Strong progression opportunities as the company scales.
• Based in Sunderland, with flexible working available after probation.

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