Customer Retention Manager (Customer Success)

Our client is an award winning provider of enterprise level websites, intranets, portals and digital transformation solutions, and is well known in the public sector for its scalable software and creative solutions. As the business grows, they want one person to own customer success across the whole lifecycle: the person every customer feels heard and supported by, and the reason they stay.

What you'll do

• Build trusted relationships with customers and their executive sponsors, and understand what success looks like for each one.
• Own every renewal, planning at least six months ahead and taking each one through to a successful close.
• Create customer success plans and run benefit realisation reviews with the Account Managers, so customers get the most from their investment.
• Drive adoption with the right features, training and guidance.
• Run the CSAT and feedback process and turn what you hear into improvements.
• Turn happy customers into champions through stories, references, case studies and events, working with Marketing and the Success Team.
• Keep a clear view of customer health and the renewal pipeline in the CRM and collaborate with Account Managers on appropriate opportunities to extend services.

What winning looks like

• Renewal rate and retained customer revenue
• Renewals with a documented plan at least six months before the renewal date
• Customer satisfaction, and agreed success actions delivered on time
• Product adoption, training participation and evidence of value realised
• Growth in customer advocacy, champions and executive sponsor engagement

What you'll bring

Most important -

• Proven experience in customer success, retention, account management or a similar customer-facing commercial role
• Experience owning a renewal portfolio and driving renewals to completion

Plus -

• Strong relationship-building, communication and influencing skills across operational and executive stakeholders
• Commercial awareness, collaborating on upsell while keeping customer value central
• Highly organised and analytical, confident with CRM and reporting tools (HubSpot preferred)
• A proactive self-starter who takes ownership and follows through

Desirable -

• Experience in SaaS, technology, digital services or another recurring-revenue environment; customer success plans, health scores, advocacy programmes, CSAT or NPS; CRM, customer success or marketing automation platforms. NHS, Social Housing or other public-sector or regulated experience is advantageous.

The package

• Hybrid: three days a week at our client's offices in Woking, Surrey, two from home
• Basic salary of £30,000-£40,000 depending on experience
• Commission/incentive plan to be agreed, linked primarily to successful renewals, retained revenue, six-month renewal readiness and customer success objectives, with additional value generated alongside Account Managers also considered
• Opportunity to progress in an ambitious and growing company