Customer Success Manager (£60k base + 20% OTE)

We are working exclusively with our client to find a Customer Success Manager.

About:

Our client is a fast-growing data, software and analytics business helping organisations operating in complex global markets make better commercial decisions.

Founded by industry specialists, the company has developed from a specialist research provider into a trusted intelligence platform used by hundreds of organisations worldwide.

Following significant year-on-year growth and substantial institutional investment, the business is continuing to expand internationally and invest in its post-sales organisation. It is now hiring a Customer Success Manager to onboard customers, increase platform usage and ensure users consistently receive value from its products.

The Customer Success Manager will work closely with Account Executives and Account Managers throughout the customer journey. Customer Success will focus on activation, adoption and the day-to-day user experience, while identifying potential cross-sell and upsell opportunities for the commercial team.

Key Highlights:

• Established software and data business delivering strong year-on-year recurring revenue growth.
• Backed by significant institutional investment to support continued international expansion.
• Trusted by hundreds of organisations operating across complex and fast-changing global markets.
• Strong and improving customer retention, supported by an established base of recurring expansion revenue.
• Join a dedicated post-sales organisation with clearly defined Account Management and Customer Success responsibilities.
• Take ownership of customer onboarding, activation, product adoption and ongoing engagement.
• Work directly with users across analytical, strategic, investment and commercial teams.
• Use customer data to monitor active users, platform engagement, feature usage, event attendance and overall account health.
• Support customers with subscriptions typically worth approximately £35k to £80k annually.
• Partner with Account Executives and Account Managers to identify and support cross-sell and upsell opportunities.
• Performance measured against a team Gross Revenue Retention target of 90%.
• Help build more scalable onboarding, training and customer-engagement processes.
• Strong internal progression within a transparent, collaborative and high-feedback culture.

Role:

• Own customer onboarding and activation, using discovery to understand objectives, workflows and relevant use cases.
• Deliver tailored product tours, training and practical guidance that help users achieve value from the platform.
• Act as the primary day-to-day contact for users, building strong relationships and resolving customer issues.
• Drive adoption by engaging inactive users, introducing relevant functionality and coordinating internal experts or educational content.
• Monitor customer health through active users, forecasts created, product coverage and wider engagement data.
• Use Vitaly, HubSpot and FullStory to identify adoption risks, improve engagement and prepare accounts for renewal.
• Partner with Account Executives and Account Managers to identify customer needs, flag cross-sell and upsell opportunities, and support account expansion.
• Share customer usage, feedback and potential use cases with Sales, Product and the wider post-sales team.
• Help create scalable onboarding, training, health-scoring and customer-engagement processes as the function develops.

Requirements:

• Approximately 12 to 36 months of experience in customer success, account management or another customer-facing role.
• Experience within a B2B SaaS, data, software or subscription business is strongly preferred.
• Comfortable onboarding customers, delivering training and supporting the adoption of a technical product.
• Strong discovery skills, with the curiosity to understand customer objectives, workflows and potential use cases.
• Data-led and commercially aware, with the ability to identify risks and expansion opportunities from customer signals.
• Confident collaborating with Account Executives and Account Managers to support cross-sell, upsell and renewals.
• Bright, personable and credible, with strong written and verbal communication skills.
• Highly organised, proactive and able to manage multiple customers and priorities independently.
• Comfortable within a fast-moving startup or scale-up where processes and responsibilities continue to evolve.
• Low ego, receptive to direct feedback and motivated by learning and progression.
• Interest in energy, financial markets, or data would be valuable but is not essential.
• Positive and practical in using AI to improve productivity and the customer experience.
• Stock options.
• Hybrid working from the London office three days per week.
• 25 days' paid annual leave plus five flexidays.
• Private healthcare and dental cover for you, your partner and your children.

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