Job Description
Robert Half is partnering with a fast-growing, investor-backed B2B organisation that's undergoing an exciting period of expansion. They're looking for a Customer Success Manager to build and shape Customer Success function, working closely with the CMO to drive customer retention, loyalty and long-term growth.
Location: Surrey
Hybrid: 3 days in office
Customer Success Manager
The opportunity:
This is an exciting opportunity to join a rapidly growing, investor-backed business at a pivotal stage of its growth.
Reporting directly to the Chief Marketing Officer, you'll play a key role in establishing and shaping the company's Customer Success function.
This is an ideal opportunity for someone who enjoys building new capabilities, influencing business strategy and delivering measurable commercial results.
The Role
As Customer Success Lead, you'll own the customer success strategy across the business, ensuring customers receive maximum value from the companies products and services throughout their lifecycle.
You'll work cross-functionally with Marketing, Customer Service, Operations and Technology teams to improve customer experience, develop customer insight and identify opportunities for growth within existing accounts.
Key Responsibilities
Customer Success
- Develop and implement the Customer Success strategy
- Build and introduce a Customer Health framework
- Develop customer retention and reactivation strategies
- Monitor customer engagement and identify opportunities to improve customer lifetime value
- Create scalable Customer Success processes as the business grows
Customer Loyalty
- Own and continuously improve the company's loyalty programme
- Drive customer adoption and engagement
- Measure programme success and recommend improvements
Customer Insights
- Lead Voice of Customer initiatives
- Manage customer surveys and Net Promoter Score (NPS)
- Analyse customer feedback and present actionable recommendations
- Use data and insights to influence business decisions
Strategic Account Growth
- Build relationships with key customers
- Identify growth opportunities within strategic accounts
- Partner with Marketing on Account Based Marketing (ABM) initiatives
Customer Experience
- Improve the overall customer journey
- Work alongside Customer Service and Operations teams to enhance service quality
- Review customer support processes and identify opportunities for improvement
- Support the Events Coordinators in delivering an exceptional customer experience
About You
We're looking for a commercially minded Customer Success professional who enjoys creating new ways of working and influencing business growth.
You'll be comfortable operating in a fast-paced environment where you'll have the opportunity to shape strategy and build new capabilities from the ground up.
Essential Skills & Experience
- Previous experience within Customer Success, Customer Experience or Strategic Account Management
- Experience developing customer retention strategies
- Strong CRM experience (HubSpot nice to have)
- Experience managing customer journeys and customer lifecycle programmes
- Excellent project management and organisational skills
- Data-driven with the ability to analyse customer behaviour and identify trends
- Commercial mindset with a focus on customer lifetime value and business growth
Desirable Experience
- Building or establishing a Customer Success function
- Loyalty programme management
- Voice of Customer programmes
- Account Based Marketing (ABM)
- Experience within SaaS, subscription, infrastructure or high-growth businesses
- Experience improving customer service operations
The ideal person background experience coming from one of these environments:
- B2B SaaS
- Subscription businesses
- Utilities
- Telecoms
- Technology
- Fleet management
- Infrastructure
- Membership organisations
Compensation & Benefits
- Competitive salary + bonus
- Pension
- healthcare
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