Customer Success Manager Job at SaleCycle (Gateshead)

Customer Success Manager

SaleCycle

Location:
United Kingdom , Gateshead

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

The ideal candidate will be responsible for onboarding, managing and nurturing client relationships, ensuring excellent service delivery and retention across a portfolio of accounts. The CSM will collaborate closely with internal teams, resolve client issues, and develop strategic plans to meet client needs while maximising product/service adoption. Strong communication skills, a problem-solving mindset, and an ability to manage time and resources effectively are essential for success in this role.

Job Responsibility:

Build and maintain strong, long-lasting client relationships by serving as their primary point of contact
Understand client goals, challenges, and business needs to provide tailored solutions and ensure customer satisfaction
Regularly engage with clients to gather feedback, assess satisfaction, and identify opportunities for improvement
Serve as the liaison between clients and internal teams, ensuring clear, transparent, and timely communication
Proactively share relevant product/service updates and industry insights to clients
Communicate complex technical information in an easy-to-understand way for clients, ensuring alignment on objectives
Monitor client health, identify risks, and proactively address concerns to ensure long-term retention
Identify opportunities for upselling or cross-selling additional services/products to expand the client’s use of offerings
Collaborate with the sales team to renew contracts and secure additional business from existing clients
Collaborate with Finance Team to ensure we are collecting cash from clients in a prompt and efficient manner
Quickly identify and address client issues, ensuring timely resolution and minimising impact to the client’s operations
Collaborate with internal teams to troubleshoot and resolve complex issues, and keep the client informed throughout the process
Turn client challenges into opportunities for enhancing the client relationship
Develop a comprehensive account strategy for each client based on their unique needs, value and long-term objectives
Work with clients to clearly understand goals and KPIs that we can measure and deliver
Regularly review account performance, make data-driven recommendations, and adjust strategies to ensure ongoing success and growth
Effectively prioritize client needs and manage multiple accounts simultaneously
Allocate resources efficiently to ensure timely project delivery and client satisfaction
Maintain a proactive approach to project timelines, ensuring all deliverables are met within agreed-upon deadlines
Work closely with cross-functional teams (Sales, Marketing, Product) to ensure seamless service delivery and address client needs
Share client feedback and insights to help drive product or service improvements
Collaborate on internal initiatives that contribute to the growth and development of the client base
Maintain in-depth knowledge of company products, services, and industry trends to effectively advise clients
Provide training and support to clients on product features and best practices
Stay up-to-date with new features and offerings to ensure clients are leveraging the latest capabilities
Lead the onboarding process for new clients, ensuring a smooth transition from sales to service delivery
Provide initial product training and guide clients through setup, configuration, testing and launch
Ensure clients are set up for success by establishing clear expectations and timelines during the onboarding phase

Requirements:

2+ years of experience in Account Management, Client Success, or a similar customer-facing role
Proven track record of managing client relationships and driving account growth and retention
Strong communication, negotiation, and interpersonal skills
Excellent problem-solving abilities and the ability to work under pressure to meet client needs
Experience in strategic planning and managing complex accounts
Ability to prioritise, manage multiple projects, and meet deadlines in a fast-paced environment
Proficiency in CRM software HubSpot and Microsoft Office Suite (Word, Excel, PowerPoint)
Industry knowledge relevant to the company’s offerings is a plus

Nice to have:

Previous experience in a software company is preferred where technical knowledge is required
Familiarity with customer success methodologies (e.g., Net Promoter Score, Customer Satisfaction surveys)
Knowledge of data analytics tools to track and report on account performance (e.g., Looker)

What we offer:

Flexible hybrid working
25 days annual leave + public holidays + your birthday off
Employee Assistance Program (EAP), including 24/7 GP access
Life Insurance
Up to 5% matched pension contribution
Tech & Cycle to Work salary sacrifice schemes
Annual company meet-up
Monthly social fund
Bonus schemes for innovation, new business, and employee referrals
Enhanced parental leave
Volunteering Days
Long Service Awards

Additional Information:

Job Posted:
December 11, 2025

Work Type:

Hybrid work

SaleCycle - All Job Offers

Job Link Share: