UK Job Description Template · Customer Success Manager
UK Customer Success Manager Job Description Template 2026
Job purpose
To drive customer adoption, expansion, and retention in B2B SaaS / technology companies. Own the post-sale customer relationship, ensure customers achieve their desired outcomes, and grow the account through expansion opportunities.
Key responsibilities
- • Manage portfolio of customer accounts post-sale
- • Drive product adoption and feature usage
- • Conduct quarterly business reviews (QBRs) with customers
- • Identify and execute expansion opportunities (upsells, cross-sells)
- • Manage renewals and prevent churn
- • Build relationships with customer champions and executive sponsors
- • Coordinate customer support and escalations
- • Provide customer feedback to product team
- • Track customer health metrics and identify at-risk accounts
- • Onboard new customers from sales handover through go-live
Essential skills
- ✓ B2B SaaS / customer success experience
- ✓ Strong relationship-building and account management
- ✓ Commercial acumen for renewal and expansion conversations
- ✓ Data literacy and use of customer success tools
- ✓ Excellent written and verbal communication
- ✓ Project management for customer onboarding/implementation
- ✓ Empathy combined with commercial drive
Desirable skills
- + Specific industry/sector experience matching customer base
- + Pre-sales or solutions consulting experience
- + Specific platform experience (Gainsight, Totango, ChurnZero)
- + Public speaking / customer event experience
- + Technical aptitude for products with technical depth
Qualifications
Bachelor's degree typical. Industry-specific certifications useful. Many UK CSMs come from sales, consulting, or operational roles in similar sectors.
Experience
Junior CSM: 2-4 years (often promoted from support or sales). CSM: 5-8 years with portfolio management. Senior CSM: 8-12 years with strategic/enterprise accounts. CSM Manager: 8+ years with team management.
UK salary ranges
Junior
£35,000-£45,000 base + £5-15k OTE
Mid-level
£50,000-£70,000 base + £10-25k OTE
Senior
£70,000-£100,000+ base + £15-40k OTE
Working pattern
Most UK CSM roles offer hybrid (2-3 days office). London-heavy at B2B SaaS scale-ups. Travel to customer sites depending on enterprise vs SMB focus. Standard hours; occasional intensity around renewal cycles or critical customer escalations.
Career progression
Customer Support → CSM → Senior CSM → CSM Team Lead → Director of Customer Success → VP CS. Some move to sales (account management) or product (CS-PM hybrid roles).
Recruiter pro tip
UK B2B SaaS CSM JDs often blend retention focus (preventing churn) with expansion focus (upselling). The skills overlap but candidates differentiate based on commercial appetite. If your quota emphasizes expansion, write the JD to attract sales-leaning CSMs; if it's retention-heavy, attract more support/account management types.
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