Customer Success Manager UK

Are you a Relationship Builder and a Problem Solver who thrives on helping small businesses succeed? Do you get a buzz from turning happy customers into long-term partners? Famly is looking for a proactive, data-driven Customer Success Manager to nurture and grow our existing Small-to-Medium Business (SMB) customers across the UK and Nordics.

What you’ll be doing 🛠️

As a trusted advisor , your mission is to ensure our SMB customers - from single sites to growing small groups - are maximising the value they get from Famly.

• Own the Relationship: Serve as the primary point of contact for your portfolio of accounts, building meaningful, trust-based relationships with key decision-makers and stakeholders.

• Drive Retention & Growth: Proactively manage churn risk by analysing client usage patterns, conducting regular, data-led check-ins, and facilitating account reviews to ensure customers are achieving their desired outcomes.

• Be a Product Expert: Educate clients on Famly’s features and tools, acting on feedback to suggest proactive solutions that meet their goals and lead to maximum value and adoption.

• Expand our Footprint: Identify opportunities to upsell and cross-sell relevant features and services , partnering with our Sales team to contribute to Net New ARR growth.

• Act as an Internal Advocate: Gather customer insights and serve as the voice of the customer internally, tracking feedback to drive continuous improvement in our products and service delivery.

• Collaborate Seamlessly: Work closely with our Onboarding, Sales, Advisory, and Product teams to ensure a smooth, end-to-end customer experience , particularly through the crucial first year of using Famly.

What excites you 🌟

A role where you can have a direct, measurable impact on the business and a long-term influence on customer outcomes:

Impact on the Bottom Line: You'll directly contribute to our overall ARR growth, retention rates, and upsell revenue targets - your success is our success.

Data as Your Guide: You'll use strong analytical skills and data proficiency to maintain accurate account records in our CRM , identifying where to maximise your time for the greatest portfolio impact.
AI as Your Teammate: You'll embrace AI tools like Claude as a core part of your daily workflow and join weekly AI Lab sessions where as a team, we can learn and experiment together.

Challenge & Growth: You'll thrive in a fast-paced, dynamic environment , bringing your positive attitude and adaptable nature to inspire confidence in your clients and teammates.

Genuine Empathy: You'll excel because you genuinely care about understanding and solving client challenges , using a proactive and resourceful mindset to anticipate needs and find creative solutions.