Peterlee | Office Based | Free On-Site Parking
Hours: 8:15-5:00 Mon-Thurs, 8:15-3:00 Fri, full-time hours
£42,000 - £45,000 DOE + Bonus + Benefits
Are you an experienced Customer Success professional who enjoys building strong customer relationships, delivering value and supporting long-term customer success?
We're partnering with an innovative, technology-led business to recruit a Customer Success Manager to join their expanding team. This is a newly created role to make your own within a growing division, offering the opportunity to help shape the future of Customer Success and contribute to customer retention, satisfaction and long-term growth.
This role suits someone who enjoys taking ownership, building trusted customer relationships and helping shape processes, customer experience standards and success measures within an evolving function.
This is not a sales role. A dedicated sales team manages new business. This role focuses on existing customers, adoption and long-term success.
The Package
Salary - £42,000 - £45,000 DOE
Full-time hours - 8.15 - 5.00 Mon to Thurs, 8.00-3.00 Fri - Office based when not travelling
Company performance bonus (up to 5%, transitioning towards a more performance-based model)
25 days holiday + bank holidays
Private Medical Insurance, Health Cash Plan (dental, optical, diagnostics, therapies, GP access), children covered up to age 24, Life Insurance, Enhanced maternity & paternity pay, Enhanced company sick pay, Pension via Salary Exchange, Electric Car Salary Sacrifice Scheme (post-probation), Business mileage reimbursement, Paid volunteering leave, Employee referral scheme, Free on-site parking, Kitchen facilities, fresh fruit & coffee, Social activities & events!The Opportunity
You will own the end-to-end customer journey from contract handover through onboarding, implementation, adoption and ongoing account management. Working closely with the Head of Product and Key Product Manager, you'll help customers realise value from the platform while building strong, long-term relationships. The role offers autonomy within a supportive team environment.
First 3-6 months focus:
Product training and knowledge building
Customer meetings with the Key Product Manager
Internal stakeholder relationships
Understanding customer needs and success measuresKey Responsibilities
Onboarding & Implementation
Lead onboarding through to go-live
Setup, configuration and readiness
Deliver training (remote & onsite)
Manage documentation and handoverCustomer Management
Primary contact and escalation point
Regular account reviews (performance, adoption, opportunity)
Monitor usage and engagement
Identify risks and retention opportunities
Drive long-term customer valueInternal Collaboration
Act as customer voice internally
Work with Product, Support, Operations and Service teams
Support Sales handover
Manage escalationsContinuous Improvement
Maintain customer records
Support training and process development
Contribute to Customer Success evolutionKPIs (Evolving)
Measures are being developed as the function grows and focus on customer outcomes:
Retention Rate
Customer Satisfaction & NPS
Customer Health Scores
Onboarding completion
Engagement & adoptionThis role will help shape future Customer Success metrics.
What We're Looking For
Experience in Customer Success, Account Management or Client Services
SaaS/tech experience beneficial (not essential)
Strong organisation and prioritisation skills
Ability to work independently
Analytical and problem-solving ability
Customer-focused with commercial awareness
Strong communication and relationship building skills
Experience handling escalations
Proactive, adaptable mindset
Willingness to learn and developWhy Join?
Join a growing business at an exciting stage of development. You'll take ownership of customer relationships, influence how Customer Success evolves, and work in a collaborative environment focused on continuous improvement and long-term impact.
If you're looking for a Customer Success role focused on customer outcomes, relationship building and growth within a scaling technology business, we'd love to hear from you.
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Salary description
£42000.00 - £45000.00 per year