📍 Peterlee, Office Based, Free On-Site Parking
✈️ Occasional UK & International Travel
💰 £42,500 - £45,000 + Bonus + Outstanding Benefits
Looking for a Customer Success role where you can genuinely make an impact? We're supporting an innovative and highly successful technology-led business as they look to appoint a Customer Success Manager to join their growing team.
This is a newly created role within the business, offering a fantastic opportunity to help shape and influence the future direction of Customer Success as the function continues to evolve. If you're looking for a role where you can take ownership, build trusted customer relationships and contribute directly to customer retention and growth - this could be a fantastic opportunity.
Importantly, this is NOT an outbound sales or business development role. There is a dedicated sales team responsible for winning and securing new business. This role is about growing and developing existing customer accounts, not hunting for new ones.
Benefits Package
✨ 25 days holiday + bank holidays
✨ Private Medical Scheme and Health Cash Plan (dental, optical, diagnostics, therapies & GP access), children covered free up to age 24
✨ Life Insurance
✨ Enhanced maternity & paternity pay
✨ Enhanced Company Sick Pay
✨ Company performance bonus
✨ Pension by Salary Exchange
✨ Paid volunteering leave
✨ Employee referral bonus scheme
✨ Excellent kitchen facilities, coffee machines and fresh fruit
✨ Social activities across the business
Why Join?
This is genuinely a lovely set-up with friendly people and a pleasant working environment. Beyond the excellent benefits package, this is an exciting opportunity to join at a key stage of growth, taking real ownership of customer relationships while helping shape Customer Success as the function evolves. It offers genuine autonomy, real account ownership, long-term progression and the opportunity to make a visible impact within a supportive business where your contribution will be valued.
The Role
Working closely with the Product Account Manager, you'll take ownership of the customer journey within a customer-facing technology environment. From legal contract handover onwards, you'll become the primary point of contact for your customer portfolio, managing onboarding and implementation, driving product adoption, reviewing customer usage and supporting long-term account retention.
You'll be trusted to work autonomously, manage your own workload and take full ownership of contracted accounts - ensuring strong customer engagement, proactively identifying risks and identifying opportunities to strengthen account value.
Approximately 65% of customers are UK based, with occasional UK travel and rare international travel required as part of the role. Full product training will be provided.
Key Responsibilities
Managing seamless handover from sales through to successful implementation
Coordinating customer setup, access and operational readiness
Delivering customer training remotely and onsite
Managing legal and operational documentation
Acting as the primary escalation point for customers
Running regular account reviews and customer check-ins
Reviewing customer usage and account performance
Proactively identifying risks to customer satisfaction and retention
Monitoring account health and engagement
Identifying opportunities to strengthen account value
Supporting customer adoption and long-term account success
Acting as the internal voice of the customer
Collaborating with Product, Support, Installation and operational teams
Driving issue resolution and service excellenceWhat We're Looking For
Previous experience in Customer Success, Account Management, Client Services or similar customer ownership roles
The ability to work autonomously and manage your own workload effectively
A driven, determined and accountable approach
Strong organisational discipline and attention to detail
Commercial awareness and confidence reviewing customer usage and account performance
A proactive mindset with the ability to spot risks and opportunities early
A desire to contribute, influence and help shape a growing functionPrevious experience working within a customer-facing technology or SaaS environment would be highly advantageous, but is not essential.
If you're looking for a Customer Success role focused on nurturing existing relationships, driving customer value and making a meaningful contribution within an innovative technology-led business - not sales hunting - we'd love to hear from you.
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Salary description
£42000.00 - £45000.00 per year