Customer Success Manager

Customer Success Manager

Application Deadline: 31 May 2026

Department: Customer Success

Employment Type: Permanent - Full Time

Location: Any hub

Reporting To: Senior Customer Success Manager

Compensation: £35,000 - £40,000 / year

Description

Job purpose

Serve as a key account manager for a portfolio of high potential ventures, guiding them through the UK Agri-Tech Centre customer journey. Conduct structured triage, tiering, onboarding and needs assessment; develop action plans; connect ventures to appropriate expertise, capabilities and partners; and ensure that support is well planned, timely and effective. Work closely with colleagues across departments/teams to deliver high quality venture outcomes. Provide insight to the organisation on venture needs ("voice of the customer") and ensure consistent, customer centric support.

Team Purpose:

To guide ventures through UK Agri-Tech Centre's customer journey, ensuring that businesses receive the right mix of advice, capabilities and connections to accelerate technical and commercial progression. The team enables ventures to access expertise efficiently, track progress against milestones, and derive maximum benefit from UKATC support.

This is a hybrid role which can be based at any of our hubs: Newport (Midlands), Oxford, York, Edinburgh.

Key Responsibilities

Strategic Responsibilities:

• Conduct structured triage, tiering, onboarding and needs analysis for priority ventures, assessing technical maturity, market potential, team strength and fit with UKATC support pathways.
• Identify opportunities to align ventures with programme and CR&D pathways.
• Share venture insights ("voice of the customer") internally to inform decision making and capability development/service delivery.

Operational Responsibilities:

• Maintain regular, structured engagement cycles with ventures, tracking milestone progress, risks, challenges and new opportunities.
• Facilitate connections to technical experts, advisers, partners, and capabilities to meet identified needs.
• Capture baseline data and ongoing progress data for impact and performance reporting.
• Support case study generation and external communications about venture success.
• Escalate risks or bottlenecks to Senior CSM as required.
• Ensure compliance with legal frameworks such as subsidy control / State Aid.

Leadership / People Responsibilities:

• Promote a customer centric culture across the wider organisation.

What we are looking for

Essential:

• Experience in customer success, account management, venture support or consultancy, ideally in innovation or technology environments.
• Experience managing a portfolio of clients or ventures.
• Strong interpersonal, communication and relationship-building skills.
• Structured and organised, with strong attention to detail.
• Analytical mindset and ability to triage, tier and assess venture readiness.
• Strong collaboration skills and ability to work across multiple teams.
• Ability to represent UKATC professionally and confidently.
• Experience coordinating multi-stakeholder support or programme delivery.
• Experience gathering and interpreting data for progress tracking or impact.
• Confidence navigating technical conversations (with specialist support).

Technical / Professional Competencies:

• Strong customer success, account management or venture support capability.
• Ability to conduct structured needs assessments and develop action plans.
• Strong engagement and cross functional coordination skills.
• Analytical capability in interpreting venture data, baseline metrics and progress indicators.
• Ability to navigate founders to relevant internal (technical, commercial or programme) and external support.

Additional Information

Travel as required.

Why join us?

You will be part of a pioneering organisation driving innovation in agri-tech, whilst working in a collaborative and forward-thinking environment. There is opportunity to grow and develop within a newly established organisation, plus a range of benefits including:

• 33 days of annual leave with flexible public holidays allocation
• Flexible working hours
• 4x salary life assurance
• EAP with 24/7 helpline and expert advice service (legal, finance, health)
• Pension salary sacrifice scheme availability
• Fees for professional memberships
• Ongoing training and development

If you are ready for a role that truly makes an impact - join us and be part of something meaningful. We'd love to hear from you!