Customer Success Manager - SaaS
Hybrid – 2 days in the office (Caerphilly)
Salary: £35,000–£38,000 + Commission + £300 monthly car allowance
Travel: 2–4 days per month for client visits
Our client is an award-winning technology company helping organisations prepare for a net zero and a digital future.
The Role
This is a hybrid Customer Success and Account Management role focused on onboarding, adoption, value realisation, and growth across key client accounts.
The successful candidate will act as the primary point of contact for customers post-sale, ensuring smooth onboarding, strong engagement, and long-term success. They will work closely with commercial, product, and technical teams (software developers) to help clients maximise value from the SaaS platform. They will report into and work closely with the Commercial Manager to support account growth and revenue objectives.
This role would suit someone who enjoys combining relationship management with technology, problem-solving, and digital innovation.
Key Responsibilities
They will:
Manage and grow relationships with key client accounts across multiple sectors
Act as the primary point of contact for onboarding, support, and success planning
Translate client needs into clear project briefs and delivery plans
Ensure successful project delivery on time and within scope
Monitor platform usage and account performance, identifying opportunities to improve
adoption and impact
Produce regular client reports, impact summaries, and presentations
Lead renewal conversations and identify expansion opportunities
Prepare quotes and contribute to proposal writing for renewals, upsells, and new
opportunities within existing accounts
Support commercial processes in collaboration with the Commercial Manager
Represent the business at meetings, workshops, and industry events
Configure demo environments and support technical walkthroughs
Deliver product demonstrations to both technical and non-technical audiences
Create customer-facing resources such as guides, slide decks, and video walkthroughs
Build sample AI workflows or LLM-powered use cases within the platform to support
demonstrations and onboarding.
They will be expected to confidently walk customers through technical workflows without relying heavily on engineering support.
Essential Experience and Requirements
The ideal candidate will have:
Proven experience in Customer Success, Account Management, or B2B relationship
management
Prior experience in a customer-facing role within a B2B SaaS company where the product
had meaningful technical complexity
Experience preparing quotes and contributing to proposal writing in a commercial
environment
Experience working with or demoing SaaS platforms or developer tools.
Comfort navigating technical concepts such as APIs, LLMs, prompt engineering, or agent-
based workflows (they do not need to build them from scratch, but must be able to
understand and clearly explain them)
Ability to independently learn new software tools and confidently deliver product
demonstrations
Strong stakeholder engagement and communication skills
Commercial awareness and ability to identify growth opportunities
Confidence using CRMs, dashboards, and collaboration tools
Experience creating customer-facing materials (e.g. Canva, Loom, OBS, PowerPoint, or
similar tools)
Strong organisational and time-management skills
Desirable / Nice to Have
Hands-on experience with AI platforms, chatbot builders, or no-code/low-code automation tools
Familiarity with RAG (Retrieval-Augmented Generation), vector databases, or agentic AI
workflows
Basic understanding of APIs, webhooks, or integration platforms (e.g. Zapier, Make)
Experience configuring integrations or building lightweight automation workflows
Background in digital learning, education technology, or workforce development
Personal Attributes
The successful candidate should:
Be proactive and take ownership
Demonstrate a strong “can do” attitude
Be naturally curious and eager to learn
Go the extra mile for clients and colleagues
Be comfortable suggesting new ideas and improvements
Work collaboratively and thrive as part of a growing team
Be motivated by purpose-driven work and the impact of learning technology
What We Offer
Salary: £35,000 - £38,000 + annual performance bonus
Hybrid and flexible working (home and office-based)
Opportunities for professional growth within a fast-scaling business
Collaborative, innovative culture focused on impact and learning
Benefits:
Free parking
Life insurance
Private medical insurance
Work from home
Please apply by submitting your latest CV for immediate review by our Talent team
Pay: £35,000.00-£38,000.00 per year
Work Location: Hybrid remote in Caerphilly (Caerphilly)
