Customer Success Manager (SaaS)

📍 UK | Remote + 2x a month in London
💰 Up to £72k base + c.£10k quarterly bonus (NRR-based)

The Company:
💡 Privately owned, heavily VC-backed, category-defining SaaS solution.
💡 Fast-growing scale-up, global client base and ARR exceeding $24m.

The Opportunity:
- Join as the FIRST Customer Success hire focused on scaled/digital engagement.
- Everything you'd expect from an exceptional, commercially savvy CSM, but with a clear remit to use data, technology and digital engagement to maximise coverage at scale.
- Own a book of c.90 accounts with full commercial accountability.
- Work directly with the Customer Success Leader to optimise the CSP and build materials that enable one-to-many engagements, product demos and platform enablement at scale.

Must haves:
✔️ UK based with full and permanent right to work in the UK
✔️ Prior B2B Customer Success experience within a start-up or scale-up SaaS business.
✔️ Genuine scaled/digital CS experience – larger portfolios, lighter touch, digitally-led engagement.
✔️ A data-smart mindset. You look at what the data says and take proactive action.
✔️ Provable commercial success (NRR of 105%+ via upsell, adoption or renewal uplift).
✔️ Competency creating and delivering digital content (webinars, videos, training collateral).
✔️ A self-starter who can get to grips with a product quickly and project confidence with time-poor, tough-to-engage stakeholders.

Bonus points if you have:
🌟 Fluency in Dutch.
🌟 Exposure to the legal space or legal end-users.

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