Customer Success Manager

The Customer Success Manager is responsible for supporting customer retention, adoption, satisfaction, and long term value across the organisation’s customer base. This role owns the post sales customer experience, combining Customer Success leadership with operational responsibility for Customer Support Delivery and External Application Support.The role contributes to a scalable customer experience that supports the company’s growth ambitions.

Key Responsibilities

Customer Success Strategy and Delivery

• Support the execution of the Customer Success strategy aligned to company goals

• Contribute to adoption, retention, and expansion activities across the customer base

• Support customer journey activities covering onboarding, adoption, value realisation, and renewal

• Assist in improving customer satisfaction and retention performance

Customer Support Delivery (Support Operations)

• Support Customer Support delivery across contracted support tiers

• Monitor support service levels, resolution times, and case quality

• Assist with ticketing workflows, escalation processes, and support operations

• Contribute to efficiency improvements through automation and knowledge base development

• Work with Support, Product, and Engineering teams to improve customer experience

Customer Health, Insights and Renewal Support

• Support customer health scoring and churn risk monitoring

• Participate in regular business reviews, adoption plans, and value assessments

• Maintain reporting and dashboards for visibility into customer performance

• Assist with intervention activities for at risk accounts and recovery planning

Cross Functional Collaboration

• Support Sales and Renewals teams with renewals, expansions, and customer coordination

• Relay customer needs and feedback to Product and Engineering teams

• Collaborate with Marketing on customer advocacy activities such as case studies and references

• Align with Project Delivery teams on implementations and handoff processes

Operational Excellence

• Contribute to documentation, playbooks, and Customer Success processes

• Support continuous improvement and data driven decision making

• Assist with onboarding, training, and development within the team

• Maintain awareness of compliance obligations (for example GDPR, ISO)

• Support optimisation of Customer Success and Support tools and systems

Customer Advocacy and Experience

• Support customer feedback programmes including NPS and CSAT

• Contribute to improvements in customer experience across touchpoints

• Build relationships with customer stakeholders and represent customer needs internally

Key KPIs

• Net Revenue Retention

• Gross Retention and churn rate

• Time to Value

• Adoption and utilisation metrics

• Support SLAs including response, resolution, and backlog management

• Customer Satisfaction and NPS

• Renewal forecast accuracy

• Reduction in incident volume and escalation rates

Experience

• Experience in Customer Success, Support, or Services roles within a SaaS or technology organisation

• Exposure to support delivery and technical application support

• Demonstrated ability to improve customer retention, reduce churn, and support customer growth

Personal Attributes

• Customer focused with a proactive mindset

• Data driven with strong attention to detail

• Collaborative, resilient, and comfortable working in fast paced environments

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates