Customer Success Manager

Job Description

About SDS

At SDS, we are passionate about creating innovative software that empowers housing providers to build stronger, more efficient communities. For over 30 years, we have been supporting housing providers, local authorities and developers with software solutions and consultancy services.

We believe in empowering organisations with the tools they need to manage housing development, compliance, and financial planning with confidence.

If you share our dedication to excellence and innovation, we’d love to have you on board!

About the role

The Customer Success Manager (CSM) will lead customer success operations, driving customer engagement strategies to enhance satisfaction, retention, and loyalty. The role involves working cross-functionally to deliver a seamless customer experience, fostering long-term relationships, and ensuring customers derive maximum value from our products and services. This dynamic role is ideal for a results-driven and customer-focused professional with a passion for driving customer success.

Key responsibilities:

• Develop and execute customer success strategies to reduce churn, increase retention, and drive product adoption.

• Lead and manage customer success operations, including line management of the Customer Success Co-ordinator.

• Act as the primary point of contact for key customers, fostering strong, long-term relationships.

• Transitioning new clients from onboarding into Customer Success

• Monitor customer health metrics, track KPIs, and regularly report on customer outcomes.

• Proactively engage with customers to understand their goals, challenges, and needs, providing tailored solutions.

• Advocate for customers within the organisation by communicating feedback to product, sales, and support teams.

• Conduct account management reviews with customers, offering performance insights and discussing future goals.

• Identify opportunities for upselling, cross-selling, and optimising the customer lifecycle.

• Oversee the development and implementation of tools and processes to track customer success metrics.

• Lead customer workshops, and product demonstrations to enhance knowledge and usage.

• Manage customer escalations, ensuring timely and effective resolution of issues.

Requirements

Experience and Skills:

• Experience in customer success, account management, or customer service roles, ideally in SaaS or technology industries.

• Proven track record in reducing churn, increasing retention, and driving customer satisfaction.

• Strong leadership experience with a focus on building and mentoring high-performing teams.

• Excellent communication and interpersonal skills, with the ability to engage customers at all levels.

• Proficiency with CRM tools, customer success platforms, and analytics software (e.g. HubSpot).

• Ability to analyse customer data and identify areas for improvement.

• Strong problem-solving skills, with a proactive and customer-focused approach.

• Effective time management and organisational skills to manage multiple priorities.

Preferred Skills and Qualifications:

• Relevant certifications in Customer Success or Account Management (e.g. CCSM certification).

• Experience in managing large enterprise-level accounts.

• Knowledge of customer success frameworks and best practices.

• Familiarity with data analytics and reporting tools.

• Multilingual abilities, especially in regional languages.

Personal Characteristics:

• Passionate advocate for customer success, with a deep commitment to delivering value.

• Empathetic and customer-centric, with a strategic mindset.

• Goal-oriented and driven to meet and exceed targets.

• A collaborative team player, capable of working autonomously in a remote environment.

Benefits

Benefits of working with SDS

At SDS, we believe in empowering our employees with the right support, flexibility, and benefits to help them thrive both professionally and personally.

Here’s what we offer:

• Competitive base salary.

• Commission structure for customer growth and retention contributions.

• Workplace pension scheme with employer contribution.

• Private Healthcare coverage through Aviva Health (including Mental Health Support).

• Life assurance (4x your salary).

• 25 days annual leave, plus 8 UK bank holidays.

• Sick pay and compassionate leave policies

• Fully Remote working

• Professional development opportunities and attendance at industry events

• Internal leadership development opportunities

At SDS, we are committed to fostering a culture that supports growth, flexibility, and a great work-life balance. Join us in making an impact.

SDS is an Equal Opportunities Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We don’t discriminate based on race, colour, religion, sex, sexual orientation, gender identity, disability or any other protected characteristic under applicable law.

Our goal is to ensure that every individual is treated with dignity and respect in all aspects of employment, recruitment, and workplace policies.