Description

The Customer Success Manager is responsible for driving customer value realisation, retention and expansion within Celerity’s growth segment customer base. You will own the customer lifecycle from onboarding through to advocacy, building and maintaining strong relationships that secure renewals, generate expansion opportunity and make a positive impact on Net Revenue Retention (NRR) and our Net Promoter Score (NPS).  Working closely with the Head of Customer Success, Sales, Account Management, Marketing, Technical and Delivery teams, you will manage a portfolio of 50-75 growth segment customers, ensuring they realise value from their investment and achieve their business objectives. You will play a critical role in shaping Celerity’s evolving Customer Success function, driving process development, and contributing to the team’s positive image and reputation both within Celerity and externally. The ideal candidate will have previous experience in a customer success, account management or customer-facing role within B2B software, technology or professional services, driving customer retention, expansion and Net Revenue Retention.  You should have a strong understanding of SaaS and subscription business models, including key metrics (NRR, GRR, churn, NPS), managing customer lifecycles and use of CRM and sales tools (Salesforce, HubSpot or similar).  You will demonstrate commercial acumen and excellent relationship and stakeholder management alongside the ability to manage multiple priorities in a fast paced environment. This is an excellent opportunity for a self-motivated, commercially-minded professional who thrives in a dynamic, fast-growing environment. You’ll be part of a small, high-performing Customer Success team with genuine autonomy, clear ownership and the chance to shape how customer success operates at Celerity as we scale. You’ll work closely with technical and commercial teams across the business, gaining exposure to cutting-edge technology and enterprise clients.   Role & Responsibilities Customer Onboarding & Implementation Partner with sales and delivery teams to develop tailored onboarding plans for new customers including Customer Success Plans. Own the customer onboarding experience, ensuring successful system adoption and time-to-value. Establish executive relationships and set expectations for ongoing support and strategic engagement. Track onboarding milestones and proactively resolve blockers to ensure smooth implementation. Service Delivery & Strategic Reviews Conduct regular business reviews and quarterly strategic business reviews (QBRs) with key accounts. Monitor customer health metrics, identify at-risk accounts and take proactive measures to prevent churn. Ensure customers are realising value and achieving their desired business outcomes. Manage escalations professionally and work across the business to resolve customer issues. Relationship & Account Management  Build and maintain strong executive relationships across customer accounts. Understand customer business objectives, challenges and opportunities for expansion. Work collaboratively with internal technical teams to ensure first-class service delivery. Act as the voice of the customer, providing feedback to product and commercial teams. Expansion & Lead Generation Identify expansion and upsell opportunities within the existing customer base. Collaborate with Sales on pipeline development and deal support. Generate qualified leads and referral opportunities through strong customer relationships. Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) metrics. Working with Marketing on the development of customer references and case studies. Process Development & Collaboration Contribute to the development of Customer Success processes, playbooks and best practices. Work cross-functionally with Technical, Delivery, Sales and Commercial teams to align on customer outcomes. Share insights and learnings to improve the overall customer experience and CS function. Support wider CS initiatives and team goals as required. Performance & Metrics Maintain accurate customer records and activity tracking in CRM. Monitor and report on key CS metrics (NRR, GRR, NPS, churn, lead gen, time-to-value). Analyse customer health and engagement data to identify trends and plan customer management accordingly. Present performance insights and recommendations to senior stakeholders. Collaboration Work collaboratively with Customer Success colleagues, Sales, Account Management, Marketing, Technical and Delivery teams to align objectives to drive customer and business outcomes. Collaboration with key business partners. Support wider Customer Success initiatives where required. Contribute to a high-performing, collaborative Customer Success team