Customer Success Manager


£40,000-60,000 p.a.


  • We have an automatic enrolment pension scheme
  • We offer 25 days annual leave plus UK bank holidays
  • Flexible, remote working within United Kingdom
  • Employee Equity Scheme

Role overview

The role of the Customer Success Manager is to ensure that clients objectives are understood and to work with colleagues to determine how best to deliver those objectives, in order to ensure a positive experience and support successful outcomes for our clients and our business.

Working with existing and potential clients in both a collaborative and advisory capacity, developing strong, credible, and trust-based relationships and ensuring success against both Placecube and client objectives.

This role manages the key relationship between client and Placecube service delivery, and as such will work closely with the operations and service delivery team to schedule activities, contribute to the smooth running of product implementations and project work, and help with the management of risks and issues, through proactive support and collaboration.

The Customer Success Manager has a responsibility for continuous improvement, in terms of how Placecube delivers products and services to clients and will always strive to find ways to delight clients through positive experiences and positive outcomes.

The Customer Success Manager will have account management responsibilities on a number of client accounts, and will therefore be primarily responsible for Customer Success, collaborative road mapping and business development.

There will be a requirement to undertake sales activities with potential clients, through the promotion and demonstration of our products and services, alone or alongside colleagues from the sales team and technical specialists.

The role holder will consistently demonstrate great interpersonal skills along with experience in relationship and account management at executive level and will be required to ensure client retention, business development and effective working partnerships.

Technical familiarity with the current product and service range is required (training and guidance will be provided), as well as the application and ability to map to business issues and deliver increased business benefit for the client. Ability to communicate complex technical concepts in simple presentational terms is a necessity.

Outline of responsibilities

  • Delivering a positive client experience and successful outcomes, aligned with Placecube strategy
  • Making a significant contribution to the continuous improvement of Placecube’s product and service deployment and support activities
  • Manage client expectations and ensure they are always at least fulfilled, but regularly exceeded
  • Prepare and execute account development plans, aligned with client objectives and Placecube strategy
  • Prepare and present new proposals to the client in conjunction with the sales, operational and technical teams
  • Negotiate contracts for projects and change requests, to secure strategically aligned new business
  • Work with Service Delivery Managers to define project implementation, team composition and obtain appropriate Placecube or consulting team members for projects
  • Work with the service deliver managers to create initial project documentation, to be confirmed with the client
  • Work with Service Delivery Managers to communicate project status on a regular basis, aligned to formal contractual requirements, and agreed communication plans
  • Act as an escalation point for scope / issue resolution between the project team and the client
  • Responsible for ensuring execution of all associated commercial requirements
  • Work closely with the Chief Operating Officer to support collection overdue revenue and bad debt
  • Work independently, managing own workload and also as a team player, whilst living by the company’s ethos of ‘Doing the right thing’
  • Adherence to all Placecube policies and procedures, including (but not limited to) those governing health and safety, care of company property, professionalism, and information security management

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that they work with. This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

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Key tasks

  • Own overall relationship with assigned clients, ensuring understanding of their success factors
  • Ensure retention and satisfaction of all assigned clients
  • Growth
  • Owning and maintaining suite of customer health metrics
  • Aid clients in achieving their goals


Skills, experience and qualifications

All positions at Placecube are “not office based”. Staff spend the majority of their time working from their home base, with occasional visits to client sites for project meetings.  Staff are expected to attend the scheduled meetings for sales and project team meetings and any training and awareness activities.  This requires discipline, self-motivation, initiative, and the ability to operate independently in the absence of close management supervision.

  • Bachelor's degree or equivalent experience
  • Strong written and verbal communication skills
  • Demonstrated ability to increase customer satisfaction
  • Experience in customer success
  • Detail oriented and analytical
  • Demonstrated ability to deliver growth


Please send CV and covering letter to:

Deadline 30/09/2021
Apply now