Customer Success Manager

Customer Success Manager (Client Portfolio Ownership) | Hybrid (2-3 days/week in Marlow)

I'm working with a dynamic SaaS company that's revolutionizing how brands run impactful B2B events. They're seeking a Customer Success Manager to take complete ownership of client success — someone who can seamlessly blend dedicated support with commercially-driven account management.

About the Company

This innovative company develops event management software solutions with an impressive roster of blue-chip clients across multiple sectors. They're investment-backed, fast-growing, and building the tools of tomorrow while maintaining lasting customer relationships.

The Role

As Customer Success Manager, you'll own the complete success journey for your client portfolio — ensuring customers achieve their outcomes while managing renewals and driving expansion. Working directly with the Managing Director, you'll have real opportunity to influence company strategy, with high performers participating in board meetings.

Key Responsibilities

• Take complete ownership of your client portfolio's success and commercial outcomes
• Deliver continuous value through strategic account planning and platform optimization
• Monitor usage, analyze metrics, and coordinate cross-functional resources
• Drive upsells, renewals, and expansion while reducing churn
• Build exceptional customer relationships through proactive communication
• Identify growth opportunities and execute strategic account plans

Requirements

• 4+ years of customer success or account management experience
• Strong SaaS and complex software solutions background
• Customer-centric mindset with proven value delivery track record
• Change management skills and process improvement experience
• Willingness to travel up to 10% as required

Your Approach

You're naturally energetic and build rapport effortlessly with clients and colleagues. You understand stakeholder communication styles, possess sharp emotional intelligence, and thrive under pressure. You're tenacious, data-driven in decision making, and act with urgency when required.

Benefits

• Hybrid working (2-3 days/week in Marlow office)
• Onsite parking and well-stocked office facilities
• Commission structure
• Direct reporting to Managing Director
• Real influence on company strategy and growth opportunities

This is a rare opportunity to own complete client success in a company that's genuinely transforming the events industry. If you thrive on significant responsibility, commercial outcomes, and building lasting relationships — this could be your ideal next step.