Customer Success Manager

Customer Success Manager
Location: Derby (Hybrid model post-probation)
Salary: £25,000 basic plus bonus (£30,000 OTE)

SF Recruitment is supporting an innovative and fast-growing business in the search for a Customer Success Manager. This is a busy and varied position with fantastic training and career development opportunities.

This role is perfect for someone who thrives on building strong client relationships, ensuring excellent service delivery, and driving real value across a range of accounts. You'll join a forward-thinking, collaborative team and be key in supporting clients to get the most from the platform and services on offer.

Role Overview
As Customer Success Manager, you will take ownership of a portfolio of clients, guiding them from onboarding through to full adoption and ongoing success. You'll act as a trusted partner, offering insights, training, and support to help clients unlock the full potential of their digital tools.

What You'll Be Doing

• Manage the full customer lifecycle from onboarding and training through to retention and account growth.
• Be the go-to contact for your clients, ensuring regular check-ins and relationship management.
• Deliver proactive support and strategic guidance through virtual meetings, reports, and review sessions.
• Monitor client performance and usage, offering ideas and solutions to improve engagement and return.
• Identify upsell and renewal opportunities based on client goals and product alignment.
• Liaise internally with technical and support teams to troubleshoot and resolve any issues effectively.
• Collaborate on educational content to support ongoing user adoption and confidence in the platform.
• Keep customer satisfaction and retention front of mind, helping to shape and improve processes where needed.

Candidate requirements

• Experienced in Customer Success, Account Management, or similar client-facing roles.
• A confident communicator, capable of engaging clients through multiple channels including video, calls, and presentations.
• Highly organised, with strong time management skills and a hands-on approach.
• Passionate about solving problems, adding value, and making a real impact for customers.
• Self-motivated, proactive, and ready to get stuck in from day one.
• Friendly, professional, and approachable - a natural relationship builder.

If you're someone who enjoys combining service excellence and want to be part of an exciting and evolving business, we'd love to hear from you. Apply today for immediate consideration.