Customer Success Manager

Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Manchester, UK

Reporting To: Alex Clarke

Compensation: £50,000 - £60,000 / year

Description

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino's, Teva Pharmaceuticals, and Technicolor.

Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, and Warsaw, we operate across North America, EMEA, and Australia.

Click on any of our vacancies and you'll see one thing in common - they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you're a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.

The Customer Success Manager - Sideways 6 is responsible for owning the end-to-end customer lifecycle for the Interact - Sideways 6 product. Working across a portfolio of accounts, this person ensures customers realise meaningful, measurable value from the platform, from onboarding and adoption through to renewal and expansion. By building trusted relationships with customer stakeholders and working in close partnership with Interact CSMs, TAMs, and senior leadership, the CSM drives high customer retention, exceptional customer outcomes, and commercial growth for the Sideways 6 business.

A little about you

You will:

Customer Lifecycle Management

• Own the full post-sale lifecycle for a defined portfolio of Interact - Sideways 6 accounts, from onboarding and go-live through to renewal and expansion.
• Develop and maintain tailored success plans that align platform capabilities to each customer's specific business goals and outcomes.
• Lead and deliver regular Business Reviews (QBRs/EBRs) that demonstrate tangible value and progress against agreed milestones.
• Manage contract renewals proactively, identifying risk early and driving timely closure.
• Identify, qualify, and progress upsell and cross-sell opportunities to meet commercial targets.

Relationship & Stakeholder Management

• Build trusted, multi-threaded relationships across customer organisations, from platform champions and day-to-day contacts through to executive sponsors.
• Act as the voice of the customer internally, translating customer feedback, usage patterns, and pain points into actionable insights for Product, Support, and Leadership.

Adoption & Value Realisation

• Drive platform adoption across your portfolio, identifying and removing barriers that prevent customers from realising full value.
• Share best practice product knowledge, and Sideways 6 benchmarks to inspire customers and accelerate engagement.
• Monitor customer health and respond proactively to risk signals, developing and executing remediation plans where needed.
• Maintain a deep understanding of the Interact - Sideways 6 product and communicate features and capabilities clearly and compellingly to customers.

Commercial & Operational Excellence

• Maintain accurate, timely account data, renewal forecasts, and activity logs, enabling clear decision-making and forecasting.
• Work cross-functionally with internal departments to resolve customer challenges and escalations swiftly and effectively.

About the role

Experience

• Strong experience in a Customer Success, Account Management, or equivalent customer-facing role within a B2B SaaS environment.
• Demonstrated track record of retaining and growing a customer portfolio, including owning renewals and driving upsell.
• Experience managing complex customer relationships involving multiple stakeholders across different seniority levels.
• Exposure to employee experience, internal communications, HR technology, or digital workplace platforms is advantageous.

Knowledge

• Solid understanding of Customer Success concepts and methodology; success planning, escalation management, expansion identification.
• Strong commercial acumen; comfortable working with ARR, NRR, and renewal metrics.

You

• Identify, align, and drive action to create impactful change and achieve customer-specific business outcomes.
• Meticulously manage and re-prioritise competing demands based on value and impact to the business.
• Build trusted relationships quickly and maintain them through consistent delivery and follow-through.
• Engage, teach, and tailor your communication to your audience, whether presenting to a platform admin or an executive team.
• Ask smart questions and listen well, for both the literal answer and the motivations, ambitions, and concerns that underpin it.
• Articulate commercial insights clearly and use them to drive adoption and identify growth opportunities.
• Communicate in a clear, concise, and professional manner across verbal and written channels.
• Take ownership of customer issues and escalations, and assertively drive toward a 'Customer First' resolution.
• Are proactive. You identify issues and opportunities before they're raised, and bring solutions alongside problems.
• Are resilient, optimistic, and realistic, comfortable operating in a scaling, fast-moving environment.

Benefits

• 25 days annual leave (with the option to buy and sell additional days)
• Cycle to work scheme
• Access to Learning & Development platform
• Life Insurance
• Auto Enrolment Pensions
• Healthshield (Cashback on dental check-ups and fillings, eye tests, physiotherapy, prescriptions and much more
• Reimburse for usage of personal mobile phone
• Free Gym membership and Free Friday lunch for office based staff