Managed Customer Success Manager

About the role

We’re looking for a proactive, considered, and adaptable Mid-Market Customer Success Manager (CSM) to manage a dynamic portfolio of 60+ SaaS clients. Your mission is to own client engagement, build strong relationships, and turn satisfied users into loyal advocates.As the face of our business to many of our customers, you’ll be trusted to tailor your approach based on client needs, ensuring that every interaction delivers value, drives usage, and strengthens the customer relationship.What You’ll Be Doing

Proactively manage

engagement and usage

through regular touchpoints, considered check-ins, and data-driven insights.Tailor your customer engagement strategy based on account maturity, industry, goals, and behaviour.Identify and nurture champions within accounts; drive participation in advocacy programs (e.g., case studies, references, testimonials).Monitor account health and proactively address any risk indicators (usage drops, disengagement, etc.).Collaborate with a dedicated contract manager to support renewals and expansion opportunities.Serve as the voice of the customer—gather and relay insights to Product, Marketing, and Support teams.Partner cross-functionally to deliver a consistent and high-quality customer experience.What We’re Looking For

Larger portfolio management

- Experience managing a high-volume portfolio (50–75 accounts) with a focus on engagementEffective communication skills

- Excellent interpersonal and communication skills with a consultative and adaptable approachA deep customer focus

– with a strong ability to read between the lines, anticipate client needs, and take initiativeCollaborative approach

– the ability to work well cross-functionally, as well as entrust renewals and growth opportunities to an aligned contract managerData driven and analytical mindset

– comfort in using data to drive decisions and measure client healthExperience with CS tools

- like Sales Force, Planhat, Gong, or similarA high level of comfort and adaptability to change

- you embrace different ways of working and new ways of operating. You see change as an opportunity to continually learn and improveThe Interview Process

Our interview process involves 3 main stages:Short call with a member of the Talent team60-minute video call with Hiring Manager and one other team memberFinal Interview and task with two members of the teamOur average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@vivup.co.ukWe’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientationsWe\''re happy to offer reasonable adjustments during our hiring process. Just let us know, and we\''ll make it work for you. Your comfort and success matter to ..... full job details .....