Customer Success Manager

The Customer Success Manager is responsible for ensuring our mid-market customers have a meaningful understanding of our platform and find value in the Interact solution. They work throughout the customer lifecycle to identify customer goals and needs and align solutions to achieve impactful outcomes. The customer loyalty that the CSM earns across these organisations is critical to achieve exceptional customer outcomes (success stories), high customer retention, and growth for our business.

Customer Lifecycle Management

• Own the full post-sale lifecycle for a defined portfolio of Interact - Interact accounts, from onboarding and go-live through to renewal and expansion.

• Develop and maintain tailored success plans that align platform capabilities to each customer's specific business goals and outcomes.

• Lead and deliver regular Business Reviews (QBRs/EBRs) that demonstrate tangible value and progress against agreed milestones.

• Manage contract renewals proactively, identifying risk early and driving timely closure. 

• Identify, qualify, and progress upsell and cross-sell opportunities to meet commercial targets. 

Relationship & Stakeholder Management

• Build trusted, multi-threaded relationships across customer organisations, from platform champions and day-to-day contacts through to executive sponsors.

• Act as the voice of the customer internally, translating customer feedback, usage patterns, and pain points into actionable insights for Product, Support, and Leadership.

Adoption & Value Realisation

• Drive platform adoption across your portfolio, identifying and removing barriers that prevent customers from realising full value.

• Share best practice product knowledge, and Interact benchmarks to inspire customers and accelerate engagement.

• Monitor customer health and respond proactively to risk signals, developing and executing remediation plans where needed.

• Maintain a deep understanding of the Interact product and communicate features and capabilities clearly and compellingly to customers.

Commercial & Operational Excellence

• Maintain accurate, timely account data, renewal forecasts, and activity logs, enabling clear decision-making and forecasting.

• Work cross-functionally with internal departments to resolve customer challenges and escalations swiftly and effectively.
  

Experience

• Strong experience in a Customer Success, Account Management, or equivalent customer-facing role within a B2B SaaS environment.

• Demonstrated track record of retaining and growing a customer portfolio, including owning renewals and driving upsell.

• Experience managing complex customer relationships involving multiple stakeholders across different seniority levels.

• Exposure to employee experience, internal communications, HR technology, or digital workplace platforms is advantageous.
  

Knowledge

• Solid understanding of Customer Success concepts and methodology; success planning, escalation management, expansion identification.

• Strong commercial acumen; comfortable working with ARR, NRR, and renewal metrics.

Characteristics

• Identify, align, and drive action to create impactful change and achieve customer-spe