Customer Success Manager

Summary: The Customer Success Manager/Onboarding Specialist role involves optimizing onboarding journeys for high-value B2B SaaS clients while building strong relationships to enhance engagement and retention. The position requires collaboration with various teams and a proactive approach to solving customer challenges. The role is based in London with a hybrid working arrangement, focusing on employee growth within a supportive culture. This is a 12-month contract starting ASAP.

Key Responsibilities:

• Own and optimise customer onboarding journeys for high-value B2B SaaS clients
• Build lasting relationships that drive engagement, adoption, and retention
• Solve customer challenges with a proactive and consultative approach
• Collaborate cross-functionally with Product, Sales, and Support teams
• Identify upsell opportunities and contribute to customer growth strategies
• Track success metrics and continuously improve onboarding processes

Key Skills:

• B2B SaaS background with strong customer-facing experience
• Understanding of Marketing SaaS tools is preferable and experience working with Marketing clients
• Proven track record in onboarding, customer success or implementation
• Commercial mindset – comfortable spotting upsell and expansion opportunities
• Confident communicator with strong stakeholder management skills
• Analytical thinker and natural problem solver

Salary (Rate): £60,000.00

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT