Customer Success Manager Supplier

Customer Success Manager – Supplier

Salary: basic salary + commission OTE: £52,000
Hours: Monday to Friday, 09:00–17:00
Working pattern: Hybrid, 3 days in the office and 2 days from home

The Role:

As a Customer Success Manager within our Supplier product suite, you will help manufacturers and suppliers get real value from NBS products that support product visibility, specification influence and better construction decision-making.

This is not a passive support role. You will own a portfolio of existing customers, drive adoption, protect renewals and spot growth opportunities across a busy account base.

You will work with customers who want their products to be found, understood and considered by construction professionals. Your role is to help them make better use of their subscription, improve how they present product information, and see clear value from the platform.

This role will suit someone who enjoys pace, customer contact and commercial ownership. You will spend much of your time on the phone, on video and in product conversations, helping customers understand performance, solve problems and make better use of what they already have.

You do not need to come from construction. You do need to be curious, commercially aware and confident enough to guide customers through software, data, product visibility and customer value.

In return, you will join a team that enjoys winning together, recognises strong performance and gives you clear space to grow.

This is what you’ll be doing:

• You will own a portfolio of existing Supplier customers and build strong relationships with users and decision-makers.
• You will run regular phone and video conversations to understand customer goals, usage, challenges and renewal risk.
• You will help manufacturers and suppliers embed NBS products into their sales, marketing and product visibility activity.
• You will guide customers on how to improve product information, increase engagement and get stronger value from their subscription.
• You will deliver focused online demonstrations and training, making sure customers know what to do next.
• You will monitor usage, engagement and satisfaction, then act early when accounts need support.
• You will create simple account plans with clear actions, timelines and customer outcomes.
• You will lead value-led conversations around renewals, retention and growth opportunities.
• You will identify upsell and cross-sell opportunities where our wider product suite can support the customer.
• You will keep Salesforce accurate, so activity, risks, renewals and opportunities are visible.
• You will work with Sales, Product, Marketing, Content, Finance and Customer Support to improve the customer experience.

About You

• You may already work in customer success, account management, retention, inside sales or a similar customer-facing role.
• You enjoy regular customer contact and feel confident speaking by phone and video.
• You like a role where results are visible. Renewals, engagement, usage and commercial outcomes matter to you.
• You can guide a customer through a product conversation without overcomplicating it.
• You are organised, resilient and comfortable managing a busy portfolio.
• You understand how SaaS, subscription, product visibility, marketing platforms or data-led services work.
• You are commercially aware. You can spot growth opportunities without sounding pushy or transactional.
• You use CRM notes, usage data and customer insight to decide where to focus next.

Experience with construction product manufacturers, building products, SaaS, digital marketing, product information or specification would help, but it is not essential. Curiosity matters more.

Most importantly, you understand that customer success is not only about being helpful. It is about helping customers see value, take action and stay engaged.

You live our values: you dream big, thrive together with your team, own your results and do the right thing for customers.