Client Success Manager

Job role:Client Success Manager

Department:Pro Services Digital Solutions

Location:Northampton

Working Pattern:Monday to Friday (37\.5 hours per week)

Contract:Permanent

Reporting to:Verify Product Manager

What were all about…

At Agilico were on a journey to build a better future for our people and planet. Were proud to be the UKs pioneering Circular\-First workplace technology business.

From supporting the United Nations Sustainable Development Goals, implementing a wide range of environmental initiatives, and achieving Net Zero status by 2030, were dedicated to integrating sustainable practices throughout our operations.

We want our actions to cause a ripple effect across our business, our customers, our network and our supply chain. Every action, no matter how small, has the power to create meaningful change. Together, we can amplify our efforts and pave the way for a more sustainable tomorrow.

Overview

The Customer Success Manager will own a portfolio of customer accounts and proactively drive their adoption, satisfaction, and long\-term retention of our SaaS finance solution. This is a non\-commercial role: you are accountable for retention and customer outcomes.

You will build trusted relationships with your accounts, understand their goals, and ensure they consistently realise value from the platform identifying and acting on risk before it leads to churn.

Accountabilities

Account Ownership

• Own a defined portfolio of customer accounts, taking accountability for their health, satisfaction, and retention.


• Build and execute success plans that align the platform to each customer's objectives and desired outcomes.


• Run regular account reviews and health checks, using usage and engagement data to pre\-empt risk and drive adoption.


• Lead onboarding and ongoing enablement so customers adopt the product confidently and embed it into their financial operations.


• Identify at\-risk accounts early and coordinate proactive interventions to protect retention.


• Own the retention and renewal outcome for your portfolio, working with the wider team on the renewal process (without carrying a sales or expansion quota).

• Build trusted, long\-term relationships with key stakeholders across your accounts, understanding their financial operations needs.


• Function as the voice of the customer internally, feeding pain points and insight to Product, Development and Professional Services to influence the roadmap.


• Escalate and coordinate complex service issues on behalf of your accounts, ensuring timely resolution.


• Contribute to playbooks, health\-scoring frameworks and self\-service resources that scale customer success across the base.


• Ensure all customer interactions meet relevant data\-protection and financial\-services handling standards.


• Take the lead on the customer community including online and face to face events.

• At least 3\+ years of experience working within a customer success, account management, or relationship\-focused role in the B2B SaaS SME market, ideally in financial services or fintech.


• Experience owning and retaining a portfolio of customer accounts. Strong understanding of SaaS business models, the customer lifecycle, and metrics (ARR, churn, NRR, adoption, health score, NPS, etc.)


• Proven capability to deliver on a retention and customer\-outcome basis with strong business acumen and financial awareness, and a track record of protecting and growing customer value.


• Performance\-focussed with evidence of success.


• Flexible, resilient, able to respond to moving business demands and able to work under pressure both individually and as a team.


• Flexible to travel within the UK to meet customers as required.


• A high energy and values\-driven professional, with the ability to build trusted relationships and influence stakeholders at all levels.


• Customer focused both internal and external with ability to command respect quickly.


• Process oriented and capable of taking a data\-driven approach to improving customer health and retention effectiveness.

• Opportunities to progress and grow your career


• 23 days holiday plus bank holidays, rising to 28 days after 5 years


• Stakeholder pension scheme \& death in service benefit.


• Agile Perks reward platform offering discounts and great deals


• Healthcare cash plan covering everyday expenses such as opticians, dentist etc.


• Cycle to work scheme


• Volunteer Days


• Referral bonuses if you nominate a friend or a new customer


• Employee Assistance Programme free advice on relationships, mental health and financial planning and more.


• Enhanced Maternity and Paternity scheme

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