Customer Success Manager (Strategic)

TL;DR

Customer Success Manager (SaaS): Driving customer value and retention for a product intelligence platform with an accent on onboarding, adoption, and account growth. Focus on reducing churn, increasing NRR, and managing strategic relationships with CPG clients.

Location: Hybrid (Manchester, UK). Regular trips to the office are required

Salary: £50,000–£60,000

Company

A Manchester-based SaaS company providing a cutting-edge product intelligence platform that empowers manufacturers and retailers to understand consumer data.

What you will do

• Onboard new customers through F2F workshops to ensure fast time-to-value (TTFV) within one week.
• Manage customer health by tracking usage and taking corrective action to prevent churn.
• Deliver contractual support and drive platform adoption across the innovation cycle and category planning.
• Conduct QBRs and identify growth opportunities for expansion and upsell in collaboration with Account Managers.
• Advocate for customers regarding product features and usability to improve the overall user experience.

Requirements

• Experience in a senior role within CPG (Consumer Packaged Goods) or agencies.
• Proven ability to train customers and build strong, enduring professional relationships.
• Strong communication skills and high attention to detail in all outputs.
• Ability to effectively manage and prioritize a diverse customer workload.
• Must be based in or able to work hybridly in Manchester, UK.

Culture & Benefits

• Hybrid working model with regular office presence.
• Company-paid medical cashplan and life assurance.
• Enhanced annual leave, including a day off for your birthday and a volunteering day.
• Travel perk allowing work from anywhere for up to 4 weeks per year.
• Access to global benefits, reward platforms, and employee assistance programs.
• Enhanced parental leave.

Hiring process

• Mutual dialogue and discussions regarding ambitions and company growth plans.
• Engagement with the Line Manager and team members.
• Live skill task and a visit to the Manchester HQ.