Customer Success Manager

Key Responsibilities

• Account management & relationship ownership — Build strong relationships with customers and act as their trusted advisor
• Retention & growth — Own renewals, reduce churn, and identify upsell opportunities across your portfolio
• Customer engagement & adoption — Drive product usage and ensure customers achieve maximum value from Motivity
• Issue resolution & escalation — Manage customer concerns, coordinate internally, and ensure timely resolution
• CRM excellence — Maintain accurate account data, track renewals and expansion pipeline, and ensure nothing is missed
• Customer insight & opportunity identification — Monitor customer needs, identify risks and growth opportunities, and act proactively
• Guide customers through initial setup, trial, and early adoption

Required Qualifications

• Professional-level English (written and spoken)
• Proven experience in B2B SaaS customer success, account management, or similar role (3+ years)
• Strong communication and relationship-building skills with the ability to influence stakeholders
• Commercial mindset with experience in renewals, retention, or upsell
• Excellent time management and ability to prioritise across multiple accounts
• Proactive, self-motivated, and comfortable working with minimal supervision
• CRM proficiency
• We know nobody ticks every box. If the role energizes you and you want to grow with our customers, please apply—even if you don’t meet 100% of the criteria.
• Experience working with operational or field service teams is a strong plus