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Customer Success Manager
Law Business Research. Manage customer onboarding, success plans and engagement across an allocated portfolio.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer onboarding and success plans while building strong relationships with stakeholders. Proficient in using customer success platforms like ChurnZero to enhance customer engagement and drive data-informed decision-making.
Highest-signal resume keywords
Customer Success ManagementB2B Account ManagementChurnZero ProficiencyData-Driven Decision-MakingRelationship Building
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingCustomer EngagementRisk MitigationAccount ManagementCustomer Health Monitoring
Soft Skills
Strong CommunicationOrganizational SkillsProactive ApproachCustomer-Focused MindsetRelationship-Building
Tools & Technologies
ChurnZeroGainsightPlanhat
Industry Keywords
B2BSubscription ServicesCustomer SuccessProfessional ServicesData Insight
About the role
Key responsibilities & impact- Manage customer onboarding, success plans and engagement across an allocated portfolio.
- Build relationships with users, decision-makers and commercial stakeholders.
- Monitor usage, engagement and customer health, acting early to mitigate risk.
- Deliver customer reviews, training and tailored initiatives that increase adoption and value.
- Collaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience.
- Maintain accurate account records and contribute to team knowledge sharing and improvement.
- Develop trusted customer relationships and deliver proactive success planning.
- Identify customer risks, opportunities and expansion opportunities.
- Use ChurnZero as the primary customer success platform to manage customer journeys, monitor customer health, drive engagement and support data-driven decision-making.
- Contribute to continuous improvement of customer success processes, best practices and scalable engagement programmes.
Requirements
What you’ll need- Experience in a customer-facing B2B role; Customer Success or account management experience is essential.
- Strong communication, relationship-building and organisational skills.
- A proactive, customer-focused and commercially aware approach.
- Confidence using data and customer insight to prioritise actions and improve outcomes.
- Experience with a Customer Success Platform, such as ChurnZero, Gainsight or Planhat.
- Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.
Benefits
Comp & perks- Eye care
- Employee Assistance Programme
- A day off for your birthday
- Pension (4% employer contribution and 4% employee contribution) after 3 months employment
- Life assurance after 4 months employment
- Cycle to work scheme
- Season ticket loan
- £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
- Puregym access
- Perks at work platform access
- Private healthcare after 1 year service
- Company socials
- Access to Employee Affinity Networks
- Mentoring scheme
- Volunteering Day
- Mortgage Advice
- Work from anywhere (2 weeks)
- Generous parental leave
- Inclusive and accessible application and recruitment process
- Equal opportunities employment commitment