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Customer Success Manager
- west midlands, england, United Kingdom
- Remote
- £45 - £55 Per Hour
Job Description
Customer Success Manager | Founding UK Hire | Remote (Midlands based ideally) | £50,000 | High Growth ConTech SaaS
We are exclusively partnering with a fas -scaling B2B SaaS start up in the construction technology space to hire a Customer Success Manager as their first dedicated UK hire . This is a high-impact, founding style position, owning the full UK customer portfolio while the wider Customer Success team is based in the US.
About the Company:
- An innovative, high-growth technology business helping the construction industry solve long-standing challenges.
- Their platform is already used on some of the largest infrastructure projects across North America and the UK, supporting contractors, hauliers, consultants, and owners.
- Having entered the UK market a couple of years ago, they're now scaling fast and looking for a proactive, commercially minded Customer Success Manager to take the reins of this expanding book of business.
About the Role:
- As the dedicated UK Customer Success hire, you'll own a portfolio of high value UK accounts end to end, from onboarding through renewal and expansion.
- You'll act as the primary account and support contact for all UK clients, managing everything from complex multi-stakeholder implementations to day-to-day platform support.
- Build executive level relationships, positioning yourself as a trusted strategic advisor to contractors, developers, and environmental teams.
- Identify expansion opportunities and drive measurable revenue growth across your accounts.
- Partner closely with Product and Sales (based in America) to feed UK market insights back into the roadmap and GTM strategy... this is a role with real influence beyond your own accounts.
- Support day-to-day platform use for multiple user types, including contractors and hauliers, and help flag bugs or product issues.
- Operate independently as the UK's local point of contact, working alongside the UK-based National Operations Manager, with mornings covered solely by you before the American team comes online.
About You:
- Ideally you've been a founding or first CSM before and comfortable building process from scratch rather than just following it.
- 1-3 years' experience in SaaS Customer Success or Account Management, with a track record of owning enterprise or mid-market accounts.
- Experience managing renewals and expansions with clear, demonstrable revenue impact.
- Proven ability to navigate complex organisations and build multi-threaded relationships.
- Strong commercial instincts - you know how to read churn risk and expansion signals, and act on both.
- Experience working cross-functionally outside your own department (e.g. with Product and Sales).
- Bonus: familiarity with the UK construction, civil engineering, or environmental sector.
- Familiarity with HubSpot, Looker, Avoma, or Aircall is a plus.
- A full UK driving licence and access to a vehicle is required for customer site visits.
- Must be based in the UK - this is a remote role, but candidates must be located in the UK to apply.
The Package:
- Travel reimbursement for customer site visits
- Team retreats (socials + training)
- Half-day Summer Fridays
- Fully remote working environment, with occasional travel to customer sites