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Customer Success Manager (UK)

3 weeks, 5 days ago
United Kingdom
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM HubSpot
Apply Now
ShiftCare

ShiftCare

ShiftCare: Care management software for Aged Care & NDIS providers, streamlining operations and enabling personalized client care.

Internet Software & Services
11-50
Founded 2015
View All Jobs 5

Description

  • Own client relationships after onboarding and maintain a portfolio of accounts.
  • Guide users, answer questions, and become an expert in ShiftCare.
  • Track client activity, notes, and next steps in HubSpot and ChurnZero.
  • Conduct regular client check-ins and account reviews against set KPIs.
  • Create customer enablement content such as webinars, videos, training materials, and templates.
  • Analyze product usage and account health to identify risks and growth opportunities.
  • Translate customer data into actions that improve adoption, retention, and expansion.
  • Communicate product updates and customer feedback across Support, Sales, Product, Marketing, and Operations.
  • Escalate issues appropriately and distinguish between user error, training gaps, bugs, and feature requests.
  • Work with CS leadership on process improvement initiatives to increase KPIs, efficiency, and customer satisfaction.

Requirements

  • 3-5 years of relevant experience in Customer Success or Account Management.
  • At least 3 years of Customer Success experience at a SaaS company.
  • Experience using customer data to prioritize high-risk, high-priority, or growth accounts.
  • Experience conducting executive business reviews (EBRs) and account reviews.
  • Strong empathy for customer needs and the ability to act as a trusted adviser.
  • Excellent verbal and written communication skills with the ability to explain concepts clearly and concisely.
  • Detail-oriented with strong CRM note-keeping discipline.
  • A long-term commitment mindset, with willingness to grow with the team for at least 2 to 4 years.
  • Must have a high-speed primary and backup internet connection of at least 10 Mbps and provide speed test results.
  • Preferred: 1 to 3 years of startup experience.
  • Preferred: Experience building customer success processes using tools such as HubSpot, Intercom, or ChurnZero.

Benefits

  • Fast-track career growth in a growth-oriented environment.
  • Job security through stable ownership and careful team growth management.
  • Professional development support including training programs, online courses, workshops, and coaching.
  • Remote work options with the necessary technology and tools provided.

Interested in this position?

Apply directly on the company website

Apply Now

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