Customer Success Manager

This role suits someone who is friendly, calm, organised, and an excellent communicator. You’ll be proactive, collaborative, and comfortable coordinating internal teams so clients always feel informed and supported. You’ll also become a product expert quickly and be confident supporting clients in real auction settings when needed.

Reporting line

Reports to the Managing Director. Works closely with Sales Support, Technical Delivery, Support, and Product/Engineering.

What success looks like (monthly scorecard)

You’ll be successful in this role if you consistently deliver:

• Renewals on time: All renewals due in the next 90 days have an agreed plan and next steps; no last-minute surprises.
• At-risk ARR reduced: Month-on-month reduction in ARR flagged Red/Amber on the client portfolio view (or a clear recovery plan in place for every Red account).
• Client sentiment improved: Sentiment improves across the portfolio; every low-sentiment / high-ARR account has a recovery plan within 10 working days.
• Support pressure down: Tickets per account trend down and repeat issues reduce; top drivers identified with owners and actions in progress.
• Growth created: Qualified expansion opportunities are regularly identified and progressed with Sales.
• Reporting delivered: Monthly reporting is on time and clear (including the updated client 2×2, onboarding status, risks, and priorities).

Key responsibilities

Manage a portfolio of clients day-to-day

• Own the ongoing relationship for a set of accounts: onboarding handover → steady day-to-day use → renewal → growth.
• Keep a simple account plan for each client (key contacts, goals, current issues, renewal date, next steps).
• Act as the main point of contact internally to keep work moving and expectations aligned.

Become a product expert quickly (and support live auction events when needed)

Learn the platform fast and build confidence across the core workflows used by auction teams day-to-day.

Be able to demonstrate features, coach users, and answer questions clearly without creating confusion.

Attend client sites when needed (planned visits and go-lives) to support onboarding, training, and operational adoption.

• Where required, assist with clerking and live event support to help the client deliver a smooth auction experience.
• Feed real-world learnings back into training materials, onboarding, and product improvements.

Be proactive on client confidence and satisfaction

• Keep a regular contact rhythm so clients feel looked after (check-ins and structured reviews).
• Spot early warning signs (frustration, repeated issues, low usage, stakeholder changes) and act before they become renewal risks.
• Communicate clearly and calmly — especially under pressure — and make sure clients always know what’s happening next.

Run the portfolio using a simple 2×2 (Sentiment vs ARR)

You will maintain a live internal view of the client base using a 2×2:

• X-axis: Client sentiment (low → high)
• Y-axis: ARR (low → high)

For each account you’ll keep up to date:

• Sentiment score (1–5) and why
• ARR (or band)
• Renewal date and risk flag (Red/Amber/Green)
• Top 3 actions for the next 30 days

You’ll review this weekly internally and summarise it monthly, highlighting:

• accounts that have moved quadrant
• at-risk ARR and mitigation actions
• renewal readiness
• expansion pipeline created/progressed

Track onboarding projects in Asana and time tracking

Use Asana to manage onboarding projects: tasks, owners, dates, milestones, and progress updates.

• Follow the company’s time tracking process for onboarding/supporting activities so we can understand effort and improve delivery.
• Keep onboarding organised and outcomes-focused with clear milestones and clean handovers.

Support onboarding admin for new client wins

• Ensure onboarding paperwork and key details are captured correctly (order forms/SOW inputs, scope notes, stakeholders, access, timelines).
• Make sure the client handover is smooth so they don’t feel bounced around.
• Put a simple success plan in place early so onboarding is focused on outcomes, not just tasks.

Run structured client reviews that drive progress

• Run quarterly (or regular) client reviews that cover: what’s working, what’s not, risks, next steps, and priorities.
• Capture feedback clearly and make sure actions are owned internally and delivered.

Reduce avoidable support issues

• Help clients use the platform well through training, guidance, and simple enablement materials.
• Work with Support/Delivery/Product to reduce repeat issues and improve consistency for your accounts.
• Aim to reduce friction without making clients feel fobbed off.

Identify and progress growth opportunities

• Spot where clients could expand use (modules, services, additional environments/seats).
• Work with Sales to qualify and progress opportunities in a way that feels helpful and natural to the client.
• Keep renewals and growth plans visible well ahead of time.

Monthly reporting (clear, action-led)

Produce a simple monthly report covering:

• renewal status and risks (including at-risk ARR)
• client sentiment trend and key drivers
• the updated client 2×2 and quadrant movement
• onboarding progress (from Asana) and time/effort visibility
• support ticket trends and repeat issues
• expansion opportunities created/progressed
• top priorities for the next month

Experience we’re looking for

Essential

• Experience in B2B SaaS / software product in Customer Success, Account Management, Implementation, or Service Delivery.
• Comfortable managing a portfolio where software is business-critical and used daily.
• Confident with onboarding processes and contractual/admin flow around new client wins.
• Strong at running structured client meetings with decision-makers and turning conversations into clear actions.
• Experience using Asana (or similar) to manage onboarding projects with clear tasks, owners, and milestones.
• Comfortable with time tracking and reporting on progress and outcomes.
• Excellent communicator: warm, calm, clear, and able to manage expectations without friction.

• Organised and commercially aware: able to use ARR + client sentiment to prioritise effectively.
• Willingness and confidence to attend client sites when required, including occasional live event support.

Nice to have

• Auction operations experience (clerking, rostrum support, post-sale workflow) or strong interest in learning it quickly.
• Experience in auctions, marketplaces, payments, or other operational software.
• Experience handling change requests (clarifying scope, setting expectations, explaining value).
• Comfortable creating simple enablement materials (guides, training notes, release updates).

Working style

• Friendly, calm, and professional, clients feel reassured after speaking with you.
• Proactive and structured , you don’t wait for problems to arrive.
• Strong ownership, you follow actions through and keep things moving.
• Collaborative team player, you work closely with Sales Support, Technical Delivery, Support, and Product/Engineering to get the right outcomes for clients, share context early, and help the wider team succeed.

Salary: £38,000 – £45,000 depending on experience

Benefits

• 5% employer pension contribution
• Private health and dental cover
• Performance-related bonus linked to renewals, client satisfaction, and portfolio growth

To apply, please send your CV and a covering letter outlining your relevant experience (B2B SaaS/customer success, onboarding, client management, reporting, and any auction/live operational experience).

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Ability to commute/relocate:

• Northampton NN1 1EW: reliably commute or plan to relocate before starting work (required)

Language:

• English (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Willingness to travel:

• 25% (required)

Work Location:

• Hybrid remote in Northampton NN1 1EW