Customer Success Manager / Lead

Overview

This is not a traditional Customer Success role.

We are looking for someone who wants to build, shape and own the Customer Success function within a growing SaaS business.

This role would suit either:

• an experienced Customer Success Representative ready to step into their first leadership role, or


• an established Customer Success Manager looking for autonomy and the opportunity to build something properly.

You will become the primary owner of Customer Success within Compleat Software, responsible for creating scalable processes, implementing the right tooling and automation, improving customer engagement, identifying customer risks and opportunities, and helping us build a world\-class digital customer experience.

There is currently no fixed playbook.

We want someone who can evaluate what good looks like, implement best practice, challenge existing thinking, and build the foundations for a future Customer Success team.

Key Responsibilities

Customer Success Ownership

· Own and manage the end\-to\-end customer success lifecycle across onboarding, adoption, engagement, retention and renewal.

· Act as the primary Customer Success contact for both direct customers and partner\-managed accounts.

· Build trusted relationships with key customer stakeholders across multiple regions including the UK and North America.

· Drive customer outcomes and ensure customers realise measurable value from the Compleat platform.

Build \& Scale the Function

· Design and implement scalable Customer Success processes, playbooks and operational frameworks.

· Evaluate and implement the right Customer Success technologies, workflows and automation tools.

· Introduce AI\-driven and automated engagement strategies to improve customer communication, onboarding and retention.

· Develop customer health scoring, lifecycle segmentation and risk identification processes.

· Create scalable customer engagement models suitable for a growing SaaS customer base.

Data, Insights \& Customer Intelligence

· Analyse customer behaviour, support trends, adoption metrics and engagement data to proactively identify risks and opportunities.

· Build meaningful reporting and dashboards that provide visibility into customer health, churn risk, product adoption and satisfaction.

· Work closely with Support, Services, Product and Engineering to surface recurring customer trends and improvement opportunities.

· Use customer feedback and platform usage data to help influence product direction and prioritisation.

Documentation \& Digital Experience

· Own and continuously improve customer\-facing documentation, self\-service resources and knowledge base content.

· Ensure customers can easily access high\-quality onboarding, training and support materials digitally.

· Help create a modern, scalable and digital\-first customer experience.

Commercial \& Strategic Contribution

· Support customer retention and renewal activities.

· Identify opportunities for customer growth, advocacy and expansion.

· Help establish long\-term Customer Success strategy and future team structure.

· Contribute to the evolution of the wider customer operations strategy within the business.

Experience

Essential Experience

· Experience within a B2B SaaS or technology business in a Customer Success, Customer Experience or Account Management role.

· Strong understanding of SaaS customer lifecycle management including onboarding, adoption, retention and renewals.

· Experience working independently and taking ownership of outcomes.

· Ability to create structure and processes in environments where they do not already exist.

· Strong commercial awareness and customer relationship management skills.

· Confidence working cross\-functionally with technical, operational and commercial teams.

· Experience using CRM, customer support and customer engagement platforms.

Highly Desirable

· Experience with platforms such as HubSpot \& Zendesk,

· Experience implementing or optimising Customer Success tooling and automation.

· Understanding of AI\-powered customer engagement and workflow automation.

· Experience building customer health scoring or customer analytics frameworks.

· Experience supporting both direct and partner\-channel customers.

· Exposure to UK and North American customers within a SaaS environment.

Pay: £40,000\.00\-£45,000\.00 per year

Benefits:

• Additional leave


• Casual dress


• Company pension


• Cycle to work scheme


• Enhanced maternity leave


• Enhanced paternity leave


• Health \& wellbeing programme


• On\-site parking


• Private medical insurance


• Sabbatical


• Work from home

Work Location: Hybrid remote in Doncaster DN4 5HX

This listing is from indeed. View original listing ↗