Customer Success Manager

Customer Success Manager / Manchester (hybrid, Northwest based) | £30,000 £45,000 + benefits | Reports into Head of Customer SuccessAbout The CompanyFast-growing, investor-backed data and AI consultancy based in central Manchester. The business helps organisations unlock the value of their data through modern data platforms, analytics and managed services, productised on Snowflake, and it is scaling quickly.The opportunityThis is the first dedicated customer success manager hire and a genuinely high-visibility role. You will own the client-facing side of customer success across the portfolio, acting as the trusted voice of the customer inside the business and making sure clients keep getting value from what they deliver. You will work closely with the Head of Customer Success and, when she is on leave, with the Head of Commercial and the CEO.This is not a hard sales role. Commercial growth matters, but it comes from strong relationships, excellent delivery alignment and a deep understanding of each client's goals. The work they do is complex and you are not expected to know it all on day one. What matters is the confidence and maturity to own the relationship and hold the room with senior stakeholders.What you'll ownThe full client lifecycle across a portfolio of accounts, from onboarding through to renewalTrusted, senior-level relationships, acting as the customer's advocate inside the companyCustomer health, satisfaction and retention, spotting and heading off churn risk earlyUpsell, cross-sell and new opportunities within existing accounts, and the use-case backlogSuccess plans for key accounts, keeping value points visible and on trackCoordination across delivery, commercial and leadership so clients keep momentumHelping shape customer success processes, playbooks and reporting as the function growsWhat we're looking forAround 3 years in customer success, account management, client services or a relationship-led commercial roleExceptional relationship skills and the confidence to lead conversations with senior stakeholdersA grown-up, dependable operator who can take ownership and run with it autonomouslyCommercial awareness and comfort discussing business outcomes, without being pushyExperience managing several B2B client relationships at onceWell organised, with the ability to coordinate complex customer activityBonus: experience in data, analytics, BI, SaaS, consulting or professional servicesPersonal attributesConfident and credible in front of clients, able to hold the roomRelationship-driven and people-oriented, with genuine care for customer outcomesCommercially aware but partnership-first, not transactionalProactive, solutions-oriented, with a strong ownership and look-up mentalityComfortable with autonomy and accountability in a growing, fast-moving businessWhy joinA newly created, high-visibility role you get to shape from day oneDirect exposure to the leadership team and strategic clientsStrong support from an experienced Head of Commercial and a supportive Head of Customer SuccessHybrid working from a central Manchester base, with light office cadenceContext : this role provides maternity cover for the client-facing customer success remit and is a permanent hire. An early start is preferred.True Worth Consulting acts as the exclusive recruitment partner for this role.TPBN1_UKTJ