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Customer Success Manager - UK Market

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22 Sept 2026 by BO-SMART

Customer Success Manager - UK Market

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Job Description

Our client is seeking an experienced and customer-focused Customer Success Manager to manage and grow relationships with UK-based clients.

The successful candidate will be responsible for ensuring clients receive exceptional service, achieve value from the company's products or services, and remain engaged throughout the customer lifecycle.

This role is ideal for someone who is commercially aware, highly organised, confident communicating with UK clients, and experienced in managing multiple customer relationships within a fast-paced environment.

Responsibilities

Manage a portfolio of UK-based clients and build strong, long-term relationships.
Act as the primary point of contact for customers throughout their journey.
Lead customer onboarding, implementation, and account reviews.
Understand client objectives and ensure they are achieving value from the service.
Monitor customer satisfaction, engagement, retention, and account health.
Proactively identify risks, concerns, and opportunities before they become issues.
Handle customer queries, escalations, and service-related concerns professionally.
Work closely with Sales, Operations, Product, and Support teams to resolve client requirements.
Conduct regular client check-ins and business reviews.
Identify opportunities for account growth, renewals, and additional services where appropriate.
Maintain accurate customer records, notes, actions, and follow-ups within CRM systems.
Track customer feedback and communicate recurring issues or improvement opportunities internally.
Prepare customer reports, updates, and account summaries when required.
Ensure customers receive timely communication and follow-through on agreed actions.

Required Skills

Minimum 3 years' experience in Customer Success, Account Management, Client Services, or a similar customer-facing role.
Proven experience managing B2B customer relationships.
Experience working with UK clients or within the UK market.
Strong understanding of customer retention and relationship management.
Excellent written and verbal English communication skills.
Strong commercial awareness with the ability to identify account growth opportunities.
Excellent organisational and time-management skills.
Confident managing multiple clients and competing priorities.
Strong problem-solving and escalation-management skills.
Highly proactive, responsive, and solutions-focused.
Comfortable working independently in a remote environment.
Experience using CRM and customer management systems.