Job Description
Customer Success Manager
Location: Manchester (hybrid - office based with 1 day WFH)
Salary: £30,000 - £45,000 DOE
About the business
This is an exciting opportunity to join a high-growth UK start-up and despite their early stages, the business has built an outstanding reputation for the quality of their product, the way they work with customers, and the impact they're having on their sector.
With strong commercial backing, ambitious leadership, and a clear growth roadmap, they are changing the landscape in their space and scaling fast, while still retaining a close-knit, collaborative culture where individuals can genuinely shape how things are done.
As Customer Success Manager, you'll sit at the heart of the revenue function and play a key role in driving long-term customer value, retention, and growth.
This is a varied, hands-on role combining account management, client partnership, and commercial ownership. You'll work closely with senior leadership to strengthen customer engagement, improve retention, and identify growth opportunities as the company continues to scale.
It's an ideal opportunity for someone who enjoys building relationships, owning outcomes, and getting stuck into a growing business where their impact will be clearly felt.
Key responsibilities
- Manage a portfolio of customer accounts, acting as the primary point of contact
- Build strong, long-term relationships and ensure customers see ongoing value
- Own the renewal process and support high retention rates
- Identify opportunities for account growth through increased usage, upsell, or cross-sell
- Deliver regular client check-ins and structured reviews
- Work closely with sales and leadership to align on customer strategy
- Act as the internal voice of the customer, sharing insights and feedback
- Help shape and improve customer success processes as the business scales
What they're looking for
- Experience in a client-facing role (Customer Success, Account Management, Client Services, etc.)
- Worked in either SaaS or Software based business with up to 12 month licence cycles
- Comfortable owning relationships and having commercial conversations
- Strong organisation and time-management skills
- A confident communicator with excellent stakeholder management ability
- A proactive, hands-on mindset
- Comfortable operating in a fast-paced, growing environment
Package & benefits
- £30,000 - £45,000 salary (depending on experience)
- 28 days annual leave
- Hybrid working (1 day per week from home)
- Early finish on Fridays
- Flexible start times (Tuesday-Thursday)
- Weekly team socials and regular company events
- Friendly, ambitious culture with lots of opportunity to grow alongside the business
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
