Customer Success Manager – SaaS – UK Remote
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Position Overview & Specifications
The Role:
- Successfully onboard new clients onto the platform by providing first class platform training and advice on how to launch the product successfully
- Review client health metrics regularly to recognise and support at risk clients, as well as capitalise on successful case study and testimonial opportunities
- Hold QBRs with clients to ensure they are progressing well with the product and maintain a strong professional relationship
- Gather quality feedback to represent the voice of the customer internally and provide client specific input into product, marketing and sales process
- Become a platform expert to ensure clients understand how to use the product to best suit their business needs and gain value from it
- Create client facing content such as videos, articles and webinars to promote best practice
- Address and resolve customer queries and concerns via email, phone and support chat where needed
- Proactively generate testimonials and referrals from existing clients
- Collaborate closely with team members to support renewals and expansion opportunities
- Deal with any contract and renewal related discussions and write up new contracts accordingly
- Be there for more junior members of the team, offering advice and guidance where needed
- Named one of the UK’s top 20 cyber scale-ups by Tech Nation
- Growing 100% YOY, will achieve $10million ARR this year
- Named G2 Leader for Security Compliance in Fall 2022 and Spring 2023
- 100% of users rated this company 4 or 5 stars – achieved High Performer in the G2 Summer 2022 report and earning a “Users Love Us” status for consistently high review ratings
- Over 100,000 software and service providers use their online marketplace, with over 1.5 million trusted user reviews
- The company operates in two of the world’s fastest growing exciting markets; cyber & information security, and cloud-based software services
- 3+ years experience in a Customer Success role within a SaaS environment
- Preferably have experience dealing with stakeholders in IT, Ops or Security teams
- Experience handling a book of volume clients (50-100)
- Experience dealing with senior employees in a business (Directors, VPs, C-Suite)
- Commercial experience dealing with renewals and expansions
- Excellent communication skills (written and spoken; you’re the face of the business!)
- Strong professional relationship-building experience
- Be warm, friendly and consultative; you always find answers to problems
- Solid organisational skills as well as being tech-savvy
- Ability to work comfortably from home (in a dedicated space)
- A great time keeper and always punctual
- Salary of up to £60,000 plus Double OTE & Benefits
Location
United Kingdom
Job Type
Permanent
Salary
Salary of up to £60,000 plus Double OTE & Benefits
Reference
47342
Liquid error: internal
Liquid error: internal
Job Title: Customer Success Manager – SaaS – UK Remote
The Role:
- Successfully onboard new clients onto the platform by providing first class platform training and advice on how to launch the product successfully
- Review client health metrics regularly to recognise and support at risk clients, as well as capitalise on successful case study and testimonial opportunities
- Hold QBRs with clients to ensure they are progressing well with the product and maintain a strong professional relationship
- Gather quality feedback to represent the voice of the customer internally and provide client specific input into product, marketing and sales process
- Become a platform expert to ensure clients understand how to use the product to best suit their business needs and gain value from it
- Create client facing content such as videos, articles and webinars to promote best practice
- Address and resolve customer queries and concerns via email, phone and support chat where needed
- Proactively generate testimonials and referrals from existing clients
- Collaborate closely with team members to support renewals and expansion opportunities
- Deal with any contract and renewal related discussions and write up new contracts accordingly
- Be there for more junior members of the team, offering advice and guidance where needed
- Named one of the UK’s top 20 cyber scale-ups by Tech Nation
- Growing 100% YOY, will achieve $10million ARR this year
- Named G2 Leader for Security Compliance in Fall 2022 and Spring 2023
- 100% of users rated this company 4 or 5 stars – achieved High Performer in the G2 Summer 2022 report and earning a “Users Love Us” status for consistently high review ratings
- Over 100,000 software and service providers use their online marketplace, with over 1.5 million trusted user reviews
- The company operates in two of the world’s fastest growing exciting markets; cyber & information security, and cloud-based software services
- 3+ years experience in a Customer Success role within a SaaS environment
- Preferably have experience dealing with stakeholders in IT, Ops or Security teams
- Experience handling a book of volume clients (50-100)
- Experience dealing with senior employees in a business (Directors, VPs, C-Suite)
- Commercial experience dealing with renewals and expansions
- Excellent communication skills (written and spoken; you’re the face of the business!)
- Strong professional relationship-building experience
- Be warm, friendly and consultative; you always find answers to problems
- Solid organisational skills as well as being tech-savvy
- Ability to work comfortably from home (in a dedicated space)
- A great time keeper and always punctual
- Salary of up to £60,000 plus Double OTE & Benefits
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: HR Consulting
Based on transatlantic hiring benchmarks for Customer Success Manager – SaaS – UK Remote roles across Finlay James's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to HR Consulting.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £60,000 - £60,000 bracket, including retirement vesting and health parity.
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