Customer Success Manager

Salary: £45,000 - £50,000 + Bonus
Job Type: Full-Time

We are seeking an experienced Customer Success Manager to play a key role in ensuring customers achieve maximum value from our services after implementation. This position is focused on customer adoption, retention, and long-term success. It is not a sales or support role, but rather a strategic relationship management position dedicated to helping customers achieve their business objectives.

Experience working within the freight forwarding, shipping, or logistics sector is essential

Key Responsibilities

Customer Relationship Management

Take ownership of customer relationships post-sale, ensuring customers achieve measurable value from the platform and services provided.
Build trusted partnerships with key stakeholders across customer organisations.
Act as the primary point of contact for strategic customer engagement.

Success Planning

Develop and maintain tailored customer success plans, including objectives, milestones, risks, and action owners.
Drive proactive engagement to support customer goals and deliver long-term value.

Adoption & Engagement

Monitor customer engagement and product adoption levels.
Identify and address barriers to adoption before they impact customer outcomes.
Support customers in embedding solutions into their day-to-day operations.

Business Reviews

Conduct regular customer check-ins and Quarterly Business Reviews (QBRs).
Present key outcomes, adoption metrics, upcoming developments, risks, and future opportunities for success.

Account Health Management

Maintain accurate health scores across customer accounts.
Identify at-risk customers early and implement recovery plans to improve engagement and retention.

Customer Retention

Recognise warning signs that may lead to churn and take proactive action to mitigate risk.
Escalate complex retention issues where appropriate.

Growth Identification

Identify opportunities where customers may benefit from additional products or services.
Introduce qualified opportunities to the relevant commercial team without carrying direct sales responsibility.

Voice of the Customer

Gather and document customer feedback regarding product performance, functionality, and future enhancements.
Collaborate with internal teams to ensure customer insights help shape future product development and service improvements.

Skills & Experience

Proven experience in a Customer Success Manager, Account Management, Client Services, or similar customer-facing role.
Essential experience within freight forwarding, shipping, logistics, or supply chain operations.
Strong understanding of customer success metrics including adoption, retention, utilisation, and customer satisfaction.
Excellent communication and stakeholder management skills.
Ability to build strong, lasting relationships with customers at all levels.
Proactive and strategic approach to problem-solving.
Experience using CRM and Customer Success platforms, such as Salesforce or similar systems.
Strong organisational skills with the ability to manage multiple customer accounts simultaneously.
Ability to work collaboratively with Product, Sales, Operations, and Support teams.

Benefits

Performance-related bonus.
25 days annual leave plus bank holidays.
Flexible working arrangements.
Career development and progression opportunities.
Health and wellbeing initiatives.
Regular company events and team activities.

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