Client Services & Success Manager

Overview

In this role you will lead the Client Services and Professional Services functions during the shift from desktop to SaaS, owning the service delivery and customer outcomes. You will work closely with Sales, Product, and Tech to drive value and adoption, while shaping the team to scale. You’ll manage client projects and upsell opportunities, using new technologies to boost productivity. This is a senior, autonomous position reporting to the CEO with a strong impact on renewal, expansion, and customer success metrics.

Pay / Benefits

• 65,000 salary plus bonus
• Remote work
• Occasional travel UK wide
• Autonomy to shape the team
• Senior leadership exposure
• Career development opportunities

Responsibilities

• Drive upsell and expansion within the existing client base
• Lead and manage the professional services and support teams with clear targets
• Conduct product training and onboarding sessions for clients
• Lead client projects such as cloud migrations with agreed timelines
• Utilise AI and other technologies to improve team productivity
• Collaborate closely with Sales, Product, and Technical teams

Key requirements

• Proven experience managing a professional services team in SaaS
• Experience as Customer Success Manager or Account Manager with commercial focus
• Experience optimising workflows using AI
• Commercial awareness with ability to own targets and upsell
• Experience managing client-facing projects involving migrations, implementations, onboarding
• Senior, autonomous operator capable of representing the organisation at a senior level

• Commercial awareness
• Autonomy and self-direction
• Cross-functional collaboration
• AI-enabled workflow optimisation
• Experience with cloud migrations and SaaS implementations
• Client onboarding and training delivery

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