What you'll do
* Build trusted relationships with customers and their executive sponsors, and understand what success looks like for each one.
* Own every renewal, planning at least six months ahead and taking each one through to a successful close.
* Create customer success plans and run benefit realisation reviews with the Account Managers, so customers get the most from their investment.
* Drive adoption with the right features, training and guidance.
* Run the CSAT and feedback process and turn what you hear into improvements.
* Turn happy customers into champions through stories, references, case studies and events, working with Marketing and the Success Team.
* Keep a clear view of customer health and the renewal pipeline in the CRM and collaborate with Account Managers on appropriate opportunities to extend services.
What winning looks like
* Renewal rate and retained customer revenue
* Renewals with a documented plan at least six months before the renewal date
* Customer satisfaction, and agreed success actions delivered on time
* Product adoption, training participation and evidence of value realised
* Growth in customer advocacy, champions and executive sponsor engagement
What you'll bring
Most important -
* Proven experience in customer success, retention, account management or a similar customer-facing commercial role
* Experience owning a renewal portfolio and driving renewals to completion
Plus -
* Strong relationship-building, communication and influencing skills across operational and executive stakeholders
* Commercial awareness, collaborating on upsell while keeping customer value central
* Highly organised and analytical, confident with CRM and reporting tools (HubSpot preferred)
* A proactive self-starter who takes ownership and follows through
Desirable -
* Experience in SaaS, technology, digital services or another recurring-revenue environment; customer success plans, health scores, advocacy programmes, CSAT or NPS; CRM, customer success or marketing automation platforms. NHS, Social Housing or other public-sector or regulated experience is advantageous.
The package
* Hybrid: three days a week at our client's offices in Woking, Surrey, two from home
* Basic salary of £30,000–£40,000 depending on experience
* Commission/incentive plan to be agreed, linked primarily to successful renewals, retained revenue, six-month renewal readiness and customer success objectives, with additional value generated alongside Account Managers also considered
* Opportunity to progress in an ambitious and growing company
Salary description
£35000.00 - £40000.00 per year