Customer Success Manager

Customer Success Manager

Hybrid - team mainly based Midlands area and there will periodic team meet ups

SaaS

In this position you will oversee the deployment of software solutions in the hospitality sector and ensure customer success.

We are looking for someone with great technical awareness, customer success and customer growth experience!

You will

• Serve as the primary point of contact for a portfolio of customers throughout the entire lifecycle, ensuring a seamless and positive experience.
• Build trusted, consultative relationships by understanding customer goals and aligning capabilities to support those objectives.
• Monitor customer health, usage trends, and engagement metrics to proactively identify risks and take steps to prevent churn.
• Track, analyze, and act on customer satisfaction data and key performance indicators (KPIs).
• identify opportunities to expand customer adoption of SaaS solutions and collaborate with Sales on upsell/cross-sell opportunities.
• Lead Quarterly Business Reviews (QBRs) to showcase value, assess alignment with evolving customer needs, and uncover optimization opportunities.
• Work cross-functionally with Product, Support, Engineering, Sales, and Partner Management to resolve issues, streamline service delivery, and advocate for the customer.
• Champion customer feedback, ensuring insights contribute to product enhancements, service improvements, and roadmap decisions.

Your background

• Strong technical aptitude with experience in networking concepts, Wi-Fi infrastructure, topology, or IT environments - able to talk with technical teams and lead technical calls
• 5+ years of proven experience in Customer Success, Account Management, or similar customer-facing roles, with a focus on relationship management, retention, and growth.
• Exceptional communication skills, capable of presenting technical information to both technical and non-technical audiences.
• Familiarity with the hospitality industry, MDU space, or similar service-driven verticals is a plus.
• High attention to detail with strong analytical and problem-solving skills.
• Ability to thrive in a fast-paced environment, balancing multiple priorities across a diverse portfolio of accounts.
• Comfortable working across global time zones as needed to support customers and internal teams.
• Occasional travel for company meetings or customer onsite engagements