Working for this well-established, innovative and progressive company, the Customer Success Account Manager will join a motivated team to build and strengthen relationships through purposeful engagement, including on‑site visits, workshops, and value‑focused conversations with key stakeholders.

The Customer Success Account Manager will work Monday to Friday - hybrid working is available following the training period. The role will involve visiting clients approximately once a fortnight to carry out service reviews

You will be rewarded with 23 days' holidays (plus Bank Holidays), rising to 30 days with service; quarterly staff awards; hybrid working; duvet and charity days; enhanced family leave; health and wellbeing support including Medicash, gym discounts, Perkbox.

Key Responsibilities

* Lead the partner journey from onboarding through adoption, ensuring each stage delivers clarity, momentum, and measurable value.

* Translate complex product updates into clear, customer‑ready messaging and lead partners through successful adoption of new features and enhancements.

* Act as the strategic voice of the customer, translating insights, challenges and opportunities into meaningful input for Product, Operations, and Leadership.

* Collaborate with the Head of Customer Success to align partner activities with organisational goals, ensuring consistency, scalability, and strong performance outcomes.

* Provide accurate, timely insight to internal and external stakeholders by sharing data‑driven updates on engagement, performance, risks, and progress against objectives.

* Drives partner value and long-term retention by aligning onboarding and engagement activities with each partner's strategic objectives.

* Ensures customer journeys are predictable, scalable, and outcome‑driven, improving efficiency and the overall partner experience.

* Uses data and insights to influence decision-making, identify risks early, and prioritise actions that protect revenue and partner satisfaction.

* Champions continuous improvement by identifying trends, process gaps, and opportunities to enhance the partner lifecycle.

* Collaborates cross‑functionally to drive adoption of key features, increase partner engagement, and support product evolution.

* Contributes to business growth by uncovering opportunities for expanded usage, new services, or deeper integration within partner organisations.

Knowledge and Skills

* They understand CRM platforms, reporting tools, and communication systems well enough to ensure accurate data, smooth delivery, and clear performance visibility.

* They understand how law firms, estate agents, lenders and suppliers operate, including their pressures, decision-making drivers, and success measures.

* They know how onboarding, adoption, engagement and renewal interconnect — and what success looks like at each stage.

* They understand the metrics that matter, can read trends, and know how data informs partner strategy, risk management, and growth opportunities.

* They know what information to gather, how to interpret it, and how it feeds into improving services, processes and value propositions.

* They know how CS drives outcomes such as adoption, retention, revenue protection, and partner advocacy — and how their role contributes to organisational goals.

* They can engage stakeholders at all levels, navigate complex dynamics, and sustain long‑term partnership value.

* They can uncover goals, pain points, and workflows, then build clear plans that drive adoption and outcomes.

* They can interpret usage trends, performance metrics, and customer signals to influence decisions and prioritise actions.

* Prepare and present concise and informative reports and presentations for internal and external audiences

* They can bring together Sales, Product, and Operations to deliver seamless customer outcomes without friction.

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven't contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy