Customer Hub Account Manager

Customer Hub Account Manager
Bath, Hybrid
£26,000 - £30,000 + Benefits

Our client, a high-growth SaaS business, is looking to appoint a Customer Hub Account Manager on a full-time, permanent basis to strengthen their expanding Customer Success team.

Acting as the first point of contact for all inbound queries, you'll play a pivotal role in ensuring customers receive swift, clear and professional support. From resolving enquiries directly to liaising with technical specialists, you'll make sure every interaction is a positive one. Alongside this, you'll capture feedback, identify recurring challenges, and contribute to the creation of improved resources that enhance the overall customer experience.

The responsibilities:

• Act as the first point of contact for all customer queries via phone, email, and live chat, delivering timely and professional responses.
• Resolve enquiries directly or liaise with technical colleagues where required, ensuring customers are updated and supported throughout.
• Maintain accurate records of all customer interactions within the CRM system.
• Capture and report recurring issues, providing insight to help develop improved FAQs, documentation, and resources.
• Support customer engagement and retention by ensuring a positive experience at every stage of their journey.
• Identify opportunities for service improvements and, where appropriate, support package upgrades or additional service adoption.

The candidate:

• Strong communication skills with the ability to build rapport and deliver excellent customer experiences across phone, email, and live chat.
• Proactive, solutions-focused mindset with strong organisational skills and the ability to prioritise under pressure.
• Naturally curious, empathetic, and collaborative, with a drive to learn and succeed.
• Previous customer service, SaaS, or CRM experience is advantageous, but a positive attitude and willingness to develop are essential.

If you would like to know more about this Customer Hub Account Manager opportunity, please get in touch with Rachel Dawson, here at Lloyd Barnes Recruitment.

Ref: 15170