Customer Success Manager – Mid Market

Role Overview

The Customer Success Manager will own a book of mid-market brands and agencies, managing them from onboarding through renewal and expansion. The role requires ownership, judgment, and the ability to build scalable processes.

What You Will Do

The Customer Success Manager will own a high volume of renewals, drive expansion, and build relationships with customers at a Director and Head of Marketing level. They will also design and run one-to-many motions, turn one-off fixes into playbooks, and bring the voice of the customer to Product, Engineering, and Marketing.

Why It Might Be a Fit

The ideal candidate will have an owner mindset, be a ruthless prioritizer, and a self-directed builder. They will also be commercially sharp, care about customer success, and have experience managing a large book of SMB or mid-market accounts.

Requirements

• 3-4 years in Customer Success, account management or client services at a B2B SaaS company or agency
• Experience managing a large book of SMB or mid-market accounts, with a track record of owning renewals and driving expansion against a number
• Clear, concise writing, from a two-line recap to a scalable email sequence or account plan
• Comfort with data: you can pull the story out of a dashboard, explain it simply and use it to prioritize your time
• Strong plus: Agency experience, especially in SEO, content or performance marketing
• Hands-on familiarity with SEO or AI Search, Google Analytics or Google Search Console
• Experience building scaled or digital-touch CS programs (webinars, in-app guidance, automated lifecycle emails)
• Early-stage startup experience where you build processes from scratch

Benefits

• Competitive salary
• Meaningful early-stage equity pre Series A
• 25 days’ holiday plus bank holidays
• Enhanced salary sacrifice pension
• Workplace nursery scheme
• Monthly fitness and wellbeing reimbursement
• Flexibility in hours – around life and family commitments