Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager guiding clients to maximize value from our SaaS platform. Onboarding, retention, and strategic customer engagement in a hybrid role based in Birmingham.
Responsibilities
- Onboarding & Enablement
- Run tailored onboarding sessions that equip new customers to hit the ground running.
- Get hands-on with account setup to make sure everything’s in place for success.
- Customer Partnership
- Act as the strategic point of contact for your named accounts, helping them get the most from Silktide.
- Gain a deep understanding of their business goals and challenges, and use your product knowledge to guide them towards better outcomes.
- Ongoing Success & Retention
- Build strong relationships and stay closely engaged so you can spot risks early and keep customers on track.
- Collaborate closely with Account Managers to flag opportunities for growth, share feedback, and ensure retention stays high.
- Proactive Value & Insight
- Don’t wait for customers to ask — use your downtime to deliver value proactively (think: training, data insights, strategic nudges).
- Take initiative to spot where a customer might need help — even if they haven’t realised it yet.
- Support (but not babysitting)
- You’ll answer the occasional support query via Intercom, but this isn’t a tech support role — you’re here to unblock people and keep them moving.
Requirements
- You are a resident of Birmingham, UK (or willing to relocate) and fluent in English.
- You have a passion for technology and enjoy helping customers succeed.
- You excel at explaining complex concepts simply.
- You have 2–3+ years of customer-facing experience (ideally in customer success or sales).
- You’re proactive, comfortable reaching out to customers, and can address their needs independently.
- You can lead challenging conversations, hold customers accountable, and keep them focused on their goals.
- You’re confident in partnering with Account Managers to move commercial discussions forward and deliver real value.
- You thrive in a fast-paced, evolving environment and communicate clearly in writing and speech.
Benefits
- A shiny new MacBook
- 20 days paid vacation plus public holidays, increasing with tenure
- Private Insurance, Health, Dental and Vision, plus Wellness Allowance
- Company Sponsored Pension and Enhanced Paternity or Maternity
- Casual Dress Code, Flexible Schedule, Weekly Paid Lunches, and Monthly Company Outings
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Success Manager managing customer portfolios at preezie. Improving customer experience and retention with a hybrid work model in Australia.
Customer Success Manager II at RapidScale driving customer relationships and managing cloud service performance for technology solutions. Advocating for customer success and addressing their needs proactively.
Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
Lead the Delivery & Customer Success team at Optiml, ensuring client value through complex software implementations and efficient operations. Executive collaboration for enterprise clients in real estate and energy.
Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.
Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
Customer Success Team Lead maximizing customer engagement and operational effectiveness on Clutch's platform. Overseeing customer retention strategies and mentoring team members in a hybrid work environment.
Customer Success Representative providing support for French and English speaking users. Guiding users through the platform and resolving issues in a hybrid environment.
Manager executing VMware Customer Success initiatives at SHI, focusing on VCF adoption and retention. Collaborating across teams to enhance customer value and drive successful outcomes.