Customer Success Manager

About Us

We are dedicated to making the digital world accessible to everyone by providing software used by over 500 organizations to enhance accessibility of online content, products, and services. As we grow from a scale-up to market leader, we seek a diligent Customer Success Manager to join our team and help us realize ambitious growth goals.

Role Overview

This important role focuses on delivering excellent client onboarding and guaranteeing a smooth transition from sales to customer success. You will cultivate strong client relationships, manage onboarding, conduct account reviews, and oversee all customer communications. Your goal is to maximize client retention and drive revenue growth.

Key Responsibilities

• Guide new clients through the onboarding journey in collaboration with sales, marketing, and technical teams to ensure an optimal launch.
• Have familiarity with web technologies such as HTML and WordPress to support clients effectively.
• Manage the entire client lifecycle from initial sale through renewal and beyond.
• Lead account reviews and maintain regular communication to uphold client satisfaction.
• Identify and develop opportunities that contribute to revenue expansion.
• Secure client renewals on favorable terms.
• Leverage data and resources to craft compelling client success stories that highlight our impact.

Candidate Requirements

• Minimum 2 years of experience in a B2B customer success, account management, or customer service role within SaaS or tech sectors.
• Exceptional organizational skills and ability to handle multiple tasks with strong administrative capabilities.
• Excellent communication skills; approachable and confident engaging stakeholders at all levels through phone, email, or face-to-face.
• Independent worker who thrives in structured, process-driven, task-oriented team environments.
• Ability to analyze data and generate insightful reports.
• Fast learner passionate about becoming an expert in the domain.
• Proven success in building and sustaining client relationships that facilitate business growth.
• Effective time management to prioritize and juggle multiple conversations without missing opportunities.
• Interest or knowledge in accessibility, diversity, inclusion, and digital innovation.
• Experience ranging from 2 to 5 years in SaaS or tech startups is highly desirable.

Work Arrangement and Benefits

This role offers a hybrid work setup with three days in our Newcastle/Gateshead Quayside headquarters and two remote days weekly.

• Enjoy a vibrant cultural and workplace environment featuring scenic views of Newcastle Quayside.
• 30 days of annual leave including Bank Holidays.
• Access to pension plans and healthcare benefits.
• Childcare voucher program available.
• Merit-based recognition and rewards system.
• Frequent social events under the Recite Relax initiative.
• Competitive salary depending on experience, complemented by quarterly bonuses tied to revenue growth.

Working Hours

Standard working hours run from 09:00 to 17:30 with flexible start times between 08:00 and 10:00, encompassing an 8.5 hour working day.