Customer Success Manager, Mid-Market

Role Overview

We are hiring a commercially driven Mid-Market Customer Success Manager to own a portfolio of approximately 50 accounts and a ~£2.5M ARR book of business across UK mid-market healthcare organisations. This is a full-ownership commercial role. You will carry an ambitious quota covering NRR, renewal, and expansion, manage your own pipeline, forecast accurately, and work in close partnership with Account Executives to grow your book.

What You Will Do

Own your commercial pipeline, manage a high-volume portfolio with rigour, drive adoption and outcomes, manage risk proactively, and collaborate and contribute.

Why It Might Be a Fit

We are looking for a commercially driven individual with 3–5+ years of experience in a customer success or commercial account management role at a B2B SaaS company, with a strong track record in SaaS, multi-product fluency, high-volume portfolio management, pipeline discipline, AE collaboration, proactive commercial instinct, renewal ownership, and data literacy.

Requirements

• Commercial track record in SaaS: 3–5+ years in a customer success or commercial account management role at a B2B SaaS company
• Multi-product fluency: Experience positioning and expanding across multiple SKUs within an existing customer base
• High-volume portfolio management: Comfortable owning a large book of accounts simultaneously without letting anything fall through the cracks
• Pipeline discipline: You forecast accurately, update your CRM without being asked, and can walk anyone through your book at any time
• AE collaboration: You know how to work with a sales partner — sharing account intelligence, aligning on commercial approach, and closing together
• Proactive commercial instinct: You spot expansion signals before the customer asks for more
• Renewal ownership: You lead renewal conversations yourself, including the hard ones
• Data literacy: You use usage and adoption data to make decisions, build customer narratives, and support commercial conversations

Benefits

• Equity from day one
• Comprehensive private medical and dental cover through Bupa
• 24/7 mental health, coaching and wellbeing support through Sonder
• £100/month Healthy Heidi’s stipend
• Global parental leave
• Fertility support
• Learning & development
• Home office budget of £500 one-off
• Recharge days after major milestones and busy periods
• Work from anywhere for up to 4 weeks per year
• Clinical leave
• Flexibility that works: A hybrid environment, with 3 days in the office