We are seeking a Customer Success Manager to join our London based Customer Success team. In this customer-facing role, you will own a portfolio of accounts across our subscription products and have responsibility for driving retention, engagement, user growth and long-term customer value. You will combine strong relationship management, commercial awareness and customer success expertise to help customers achieve their objectives while supporting wider business goals.
This role is suited to someone who has experience operating across the full customer lifecycle: from proactive onboarding and tailored success planning, through to health analysis, executive reviews, renewal support, advocacy building and expansion opportunity identification. You will act as a trusted partner to customers and a strong internal collaborator, sharing insight with Product, Content, Sales, Support and other teams to continuously improve the customer experience.
-
Support the management of a portfolio of mid-touch customer accounts, contributing to success plans and customer journeys that drive adoption, engagement, and retention.
- Assist with onboarding delivery, ensuring customers are set up successfully within agreed timelines and aligned to their key objectives.
- Build and maintain strong working relationships with key users and stakeholders, acting as a reliable day-to-day contact.
- Monitor customer health signals (usage, engagement, feedback) and flag risks or opportunities, working with senior team members to define next steps
- Support the delivery of targeted engagement initiatives, aligned to the customer lifecycle and key milestones.
- Contribute to business reviews by preparing insights, metrics, and recommended actions
- Partner with Sales and senior CSMs to support renewals, identify growth opportunities, and ensure customer value is clearly demonstrated.
- Share customer feedback and insights with Product, Support, and Content teams to improve overall customer experience.
- Maintain accurate and up-to-date records in the Customer Success platform, ensuring clear documentation of activity and outcomes.
- Actively participate in team collaboration, knowledge sharing, and continuous improvement initiatives.
-
1–2 years’ experience in a customer-facing role (Customer Success, Account Management, Support, or similar B2B environment).
- Experience using CRM or Customer Success tools (e.g. Salesforce, Gainsight, ChurnZero) is preferred but not essential. Strong communication skills, with the ability to deliver onboarding sessions, training, and updates clearly and confidently.
- Developing relationship-building skills, with the ability to engage different types of stakeholders.
- Foundational understanding of Customer Success principles (onboarding, engagement, retention, customer health).
- Strong organisational and time management skills, with the ability to manage multiple customers and priorities.
- Analytical mindset, comfortable reviewing customer data and identifying trends or risks.
- Commercial awareness, with an interest in how customer value links to renewals and growth.
- Collaborative and proactive attitude, with a willingness to learn, take feedback, and continuously improve.
What Success Looks Like
- Consistent delivery of high-quality onboarding and customer interactions.
- Strong account support demonstrated through organised activity, timely follow-ups, and proactive communication.
- Accurate use of Customer Success tools, with clear and actionable records.
- Early identification and escalation of customer risks.
- Contribution to team goals around retention, engagement, and customer satisfaction.
- Continuous development of Customer Success skills, with growing confidence in managing accounts independently over time.
About Centellic
Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.
Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic?
At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:
Start of employment:
- Eye care
- Employee Assistance Programme
- A day off for your birthday
After 3 months employment:
-
Pension (4% employer contribution and 4% employee contribution)
After 4 months employment:
After probation:
- Cycle to work scheme
- Season ticket loan
- £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
- Puregym access
- Perks at work platform access
After 1 year service:
Additional Perks:
- Company socials
- Access to Employee Affinity Networks
- Mentoring scheme
- Volunteering Day
- Mortgage Advice
- Work from anywhere (2 weeks)
- Generous parental leave
We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.
‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’
Please visit our website for more information.
