Customer Success Manager

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Hawkwright employs 2,500 people across engineering hubs in London and three other locations, building ERP software for mid-market manufacturers.

Position summary:

We are backfilling a position after an internal move. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Hawkwright is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote position. Most of the team is in London, but nobody is required to come in. Few meetings, lots of written updates. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll do:

• Create help centre articles when the same question keeps coming up.
• Coordinate with support on open tickets for your accounts.
• Run quarterly business reviews with customer stakeholders.
• Report monthly on churn risk and saves.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Escalate product bugs and feature requests through Jira with clear context.

Minimum qualifications:

• 2-4 years in customer success, account management or implementation at a SaaS company.
• Organised across many accounts at once.
• Travel up to 15%.
• Experience managing renewals or retention targets.

Nice to have:

• Certified Customer Success Manager (CCSM) or similar.
• Zendesk or Intercom experience.
• Prior implementation or onboarding role.
• SQL or Looker for pulling your own account data.

£40,000 - £48,000 pa

What you get:

• Private medical insurance.
• Pension scheme with 5% employer contribution.
• 28 days annual leave including bank holidays.
• Death in service benefit.
• 25 days holiday plus bank holidays.
• Life assurance (4x salary)
• Employee assistance programme.

Unfortunately we cannot offer visa sponsorship for this role.

You must have the right to work in the UK.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hawkwright.