Customer Success Manager

Robert Half is partnering with an ambitious, investor-backed business that's transforming its industry through innovation and exceptional customer experiences. Following an exciting period of growth, the organisation is investing in building a best-in-class Customer Success function and is looking for an experienced Customer Success Manager to drive this journey.

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**Customer Success Manager**

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Location: Surrey area (Hybrid – 3 days in office)

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Are you passionate about creating exceptional customer experiences and building high-performing customer success functions from the ground up?

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We're partnering with a fast-growing, investor-backed B2B business entering an exciting new phase of growth. As Customer Success Manager, you'll report directly to the Chief Marketing Officer and have the unique opportunity to design and lead the company's Customer Success strategy, driving customer retention, loyalty and long-term commercial growth.

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This is a highly visible role with real influence, ideal for someone who thrives in a scale-up environment, enjoys solving complex business challenges and wants to make a lasting impact.

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Key Responsibilities:

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As Customer Success Lead, you'll take ownership of the end-to-end customer journey, ensuring customers achieve maximum value from our products and services while identifying opportunities to deepen engagement and grow strategic accounts.

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Build & Lead Customer Success

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• Develop and execute the company's Customer Success strategy.
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• Design scalable customer success processes that support business growth.
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• Build and implement a Customer Health Score framework.
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• Develop retention, renewal and customer reactivation initiatives.
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• Drive customer lifetime value through proactive engagement strategies.
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Customer Loyalty & Engagement

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• Own and evolve the company's customer loyalty programme.
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• Increase customer adoption, engagement and advocacy.
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• Measure programme performance and implement continuous improvements.
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Voice of the Customer

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• Lead Voice of Customer initiatives across the organisation.
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• Manage customer surveys, Net Promoter Score (NPS) and feedback programmes.
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• Analyse customer insights and turn data into meaningful business recommendations.
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• Influence strategic decisions through customer intelligence.
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Strategic Account Growth

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• Build strong relationships with key customer accounts.
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• Identify upselling, cross-selling and expansion opportunities.
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• Partner with Marketing on Account-Based Marketing (ABM) campaigns.
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Customer Experience Excellence

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• Continuously improve the end-to-end customer journey.
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• Collaborate with Customer Service, Operations and Technology teams to enhance service delivery.
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• Review and optimise customer support processes.
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• Support customer events and engagement initiatives that create memorable experiences.
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What We're Looking For

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We're seeking a commercially minded Customer Success professional who enjoys building new capabilities, influencing strategy and delivering measurable business outcomes.

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You'll be proactive, data-driven and comfortable working in a fast-paced, high-growth environment where your ideas will directly shape the future of the business.

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Essential Experience

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• Proven experience in Customer Success, Customer Experience or Strategic Account Management.
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• Strong track record of developing customer retention and engagement strategies.
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• Experience managing customer lifecycle programmes and customer journeys.
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• Strong CRM knowledge (HubSpot experience is advantageous).
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• Excellent project management and stakeholder management skills.
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• Analytical mindset with the ability to interpret customer data and identify trends.
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• Commercial awareness with a focus on customer lifetime value, retention and growth.
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Desirable Experience

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• Building or scaling a Customer Success function.
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• Loyalty programme management.
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• Voice of Customer (VoC) initiatives.
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• Account-Based Marketing (ABM).
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• Improving customer service operations.
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• Experience within high-growth or subscription-based businesses.
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If this role aligns with you, please click apply and I will reach out to discuss further.