Customer Success Manager - #2087161

Customer Success Manager

Location: Glasgow /Hybrid

Shape the future of customer value in a market-leading SaaS business

We are partnering with a fast-growing, market-leading SaaS organisation that is transforming how organisations operate through a powerful, data-driven platform. With a strong foothold in their sector and an ambitious growth trajectory, they are now looking to appoint a Customer Success Manager to play a pivotal role in driving customer outcomes, retention, and expansion.

This is not a reactive support role. This is a strategic, commercially focused position where you will own relationships, influence outcomes, and directly impact revenue growth.

The Opportunity

As a Customer Success Manager, you will take ownership of a portfolio of customers, acting as their trusted advisor and ensuring they realise measurable, long-term value from the platform.

You will be joining at an exciting stage of growth, with the chance to shape customer success strategies, build deep partnerships, and help scale a high-performing function.

What You will Be Doing

• Own and develop a portfolio of customers, building strong, long-term relationships
• Lead onboarding, training, and adoption to ensure customers realise value quickly
• Design and execute tailored success plans aligned to customer goals
• Drive renewals and expansion opportunities, delivering strong commercial outcomes
• Monitor customer health, usage, and engagement to proactively identify risks and opportunities
• Run regular business reviews, presenting insights, progress, and value delivered
• Work cross-functionally with Product, Sales, and Service teams to enhance the customer experience
• Act as the voice of the customer internally, influencing product and service improvements
• Deliver a highly data-driven approach to customer engagement and decision-making

Your profile and experience

• 5+ years’ experience in Customer Success, Account Management, or a similar customer-facing SaaS role
• Proven track record of driving adoption, retention, and revenue growth across a customer portfolio
• Strong commercial mindset, with experience managing renewals and identifying expansion opportunities
• Exceptional stakeholder management skills, with the ability to engage at all levels including C-suite
• A strategic thinker who can translate customer goals into measurable outcomes
• Proactive, organised, and comfortable managing multiple priorities in a fast-paced environment
• Experience running onboarding programmes, success plans, and business reviews
• Confident working cross-functionally and influencing internal teams

Bonus points for:

• Experience within complex, multi-stakeholder environments
• Familiarity with data-driven customer success tools and methodologies
• Exposure to regulated or operationally complex industries

What Success Looks Like

• High customer adoption, engagement, and satisfaction across your portfolio
• Strong retention rates, with risks identified and mitigated early
• Growth of existing accounts through value-led engagement
• Trusted advisor status with key stakeholders
• Measurable customer outcomes and demonstrable ROI
• Customers who advocate for the product through references and case studies

Why Join?

• Join a market leader with a strong reputation and ambitious growth plans
• Work in a high-impact, strategic role with real ownership
• Be part of a collaborative, high-performing team
• Opportunity to shape and influence the future of Customer Success
• Engage with innovative customers solving complex challenges

Ready to make an impact?

If you are a commercially minded Customer Success professional who thrives on building relationships, driving value, and making a measurable difference, this is your opportunity to step into a role where you can truly shape outcomes.