Customer Success Manager - Peterlee - Office Based

Customer Success Manager - Existing Customer Growth & Account Ownership

Peterlee | Office Based | Free On-Site Parking
Hours: 8:15-5:00 Mon-Thurs, 8:15-3:00 Fri, full-time hours
-42,000 - -45,000 DOE + Bonus + Benefits

Are you an experienced Customer Success professional who enjoys building strong customer relationships, delivering value and supporting long-term customer success?

We''re partnering with an innovative, technology-led business to recruit a Customer Success Manager to join their expanding team. This is a newly created role to make your own within a growing division, offering the opportunity to help shape the future of Customer Success and contribute to customer retention, satisfaction and long-term growth.

This role suits someone who enjoys taking ownership, building trusted customer relationships and helping shape processes, customer experience standards and success measures within an evolving function.

This is not a sales role. A dedicated sales team manages new business. This role focuses on existing customers, adoption and long-term success.

The Package

• Salary - -42,000 - -45,000 DOE
• Full-time hours - 8.15 - 5.00 Mon to Thurs, 8.00-3.00 Fri - Office based when not travelling
• Company performance bonus (up to 5%, transitioning towards a more performance-based model)
• 25 days holiday + bank holidays
• Private Medical Insurance, Health Cash Plan (dental, optical, diagnostics, therapies, GP access), children covered up to age 24, Life Insurance, Enhanced maternity & paternity pay, Enhanced company sick pay, Pension via Salary Exchange, Electric Car Salary Sacrifice Scheme (post-probation), Business mileage reimbursement, Paid volunteering leave, Employee referral scheme, Free on-site parking, Kitchen facilities, fresh fruit & coffee, Social activities & events!

The Opportunity

You will own the end-to-end customer journey from contract handover through onboarding, implementation, adoption and ongoing account management. Working closely with the Head of Product and Key Product Manager, you''ll help customers realise value from the platform while building strong, long-term relationships. The role offers autonomy within a supportive team environment.

First 3-6 months focus:

• Product training and knowledge building
• Customer meetings with the Key Product Manager
• Internal stakeholder relationships
• Understanding customer needs and success measures

Key Responsibilities

Onboarding & Implementation

• Lead onboarding through to go-live
• Setup, configuration and readiness
• Deliver training (remote & onsite)
• Manage documentation and handover

Customer Management

• Primary contact and escalation point
• Regular account reviews (performance, adoption, opportunity)
• Monitor usage and engagement
• Identify risks and retention opportunities
• Drive long-term customer value

Internal Collaboration

• Act as customer voice internally
• Work with Product, Support, Operations and Service teams
• Support Sales handover
• Manage escalations

Continuous Improvement

• Maintain customer records
• Support training and process development
• Contribute to Customer Success evolution

KPIs (Evolving)

Measures are being developed as the function grows and focus on customer outcomes:

• Retention Rate
• Customer Satisfaction & NPS
• Customer Health Scores
• Onboarding completion
• Engagement & adoption

This role will help shape future Customer Success metrics.

What We''re Looking For

• Experience in Customer Success, Account Management or Client Services
• SaaS/tech experience beneficial (not essential)
• Strong organisation and prioritisation skills
• Ability to work independently
• Analytical and problem-solving ability
• Customer-focused with commercial awareness
• Strong communication and relationship building skills
• Experience handling escalations
• Proactive, adaptable mindset
• Willingness to learn and develop

Why Join?

Join a growing business at an exciting stage of development. You''ll take ownership of customer relationships, influence how Customer Success evolves, and work in a collaborative environment focused on continuous improvement and long-term impact.

If you''re looking for a Customer Success role focused on customer outcomes, relationship building and growth within a scaling technology business, we''d love to hear from you.

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