Customer Success Manager London · Fulltime

Story Terrace Inc.; London; Remote; GBP 125,000 - 150,000

Job description

Position Summary

We are seeking a proactive and customer-focused Customer Success Manager (CSM) to lead the onboarding journey for our B2B software clients. This role is critical to ensuring a smooth transition for new customers, setting them up for long-term success by delivering exceptional onboarding experiences, and fostering strong relationships. The ideal candidate is passionate about customer satisfaction, has a keen understanding of SaaS solutions, and excels in project management and stakeholder communication.

Key Responsibilities

Customer Onboarding

1. Serve as the primary point of contact during the onboarding phase, guiding customers through implementation and initial platform adoption.
2. Develop and execute tailored onboarding plans to meet customer-specific needs and objectives, ensuring a seamless integration of the software.
3. Train and educate customers on product functionality, best practices, and use cases to maximize their value from the software.

Project Management

1. Collaborate with internal teams (sales, product, and support) to ensure all customer requirements are captured and executed efficiently.
2. Monitor onboarding milestones, manage timelines, and proactively address any challenges or delays.
3. Maintain clear documentation of the onboarding process, including progress reports and feedback loops.

Customer Relationship Management

1. Build strong relationships with key customer stakeholders, ensuring alignment with their goals and priorities.
2. Act as a trusted advisor to customers, helping them navigate challenges and driving engagement with the product.
3. Regularly gather feedback to improve the onboarding experience and inform product enhancements.

Cross-Functional Collaboration

1. Work closely with the product and engineering teams to communicate customer needs and advocate for feature requests.
2. Partner with the sales and account management teams to ensure a smooth handoff and alignment on customer goals.
3. Share insights and best practices with the broader customer success team to drive consistent experiences.

Qualifications

Required

1. 1+ years of experience in customer success, account management, or a related role within B2B SaaS.
2. Proven track record of managing customer onboarding and delivering results in a fast-paced environment.
3. Strong project management skills with the ability to manage multiple onboarding projects simultaneously.
4. Excellent interpersonal and communication skills, with a focus on building lasting relationships.

Preferred

1. Familiarity with HR, payroll, or other enterprise management software.
2. Experience working with tools like CRM systems (e.g., Salesforce), customer success platforms (e.g., Gainsight), and project management tools (e.g., Asana, Trello).
3. Knowledge of customer success metrics such as time-to-value (TTV) and Net Promoter Score (NPS).

What We Offer

1. A collaborative, mission-driven culture where your contributions will make a real impact.
2. Opportunities for professional growth and development.
3. Competitive salary and benefits package, including remote work flexibility.

Apply Now!

If you’re passionate about driving customer success and thrive in a dynamic environment, we’d love to hear from you. Join us in helping businesses achieve their goals through seamless onboarding and outstanding support.