Customer Success Manager - Saas, Tech for Good

Use data to change lives

Policy in Practice is a social policy software and analytics company on a mission to tackle poverty. Our tools, including the Better Off Calculator and the Low Income Family Tracker (LIFT), help councils, housing providers and charities put billions of pounds of unclaimed support into the pockets of the households that need it most.

We're looking for a Customer Success Manager to join our growing team. You'll be the trusted advisor for a portfolio of local authority and public sector clients, helping them turn data insight into real-world impact for their residents.

This role suits a relationship builder at heart: someone who loves getting to know their clients, solving problems and seeing the impact of their work. Whether you come from customer success, account management, consultancy or somewhere else entirely, if you can build trust quickly and want your work to have a social purpose, we'll invest in you as you grow.

What you'll do

Own a portfolio of client accounts from onboarding through to renewal, acting as their main point of contactRun kick-off meetings, set objectives with clients and project manage delivery so that our analysis, research and software services land on time and to a high standardHelp clients get the most from our LIFT platform, so insight leads to action and measurable outcomes for low income householdsBuild strong relationships with decision makers, from frontline teams to senior leadersSpot opportunities to deepen relationships, support renewals and grow accounts, working closely with our sales teamReport on the human and financial impact of our clients' work, both to clients and internallyContribute to our thought leadership through blogs, webinars and industry eventsWhat we're looking for

Excellent communication and relationship-building skills, with the confidence to engage senior stakeholdersStrong organisation: able to manage competing priorities, meet deadlines and keep clients informedThe ability to write clear, professional reportsA self-starter who works well independently and as part of a teamA genuine commitment to our mission of using technology to tackle povertyBonus points for knowledge or experience of local government, social housing or the welfare system, experience in customer success or account management for software or analytics products, experience selling to or advising the public sector, or familiarity with a sales pipeline methodology. None of these are essential; if the mission excites you and you can build great client relationships, we want to hear from you.

Pay: £40,000.00-£45,000.00 per year

Application question(s):

Do you have at least 2 years' experience managing your own portfolio of B2B client accounts, where you were responsible for the ongoing relationship, including renewals or account growth?Work Location: In person