Customer Success Manager Customer Success Bristol

Role specifics:

• Salary range: up to £65k
• Reporting to: Chief Customer Officer
• Key stakeholders: Professional Services, Solution Consultants, Support, Tech and Product team
• Organisational Framework Level: 3 - Professional Specialist

About you/ Job Summary:

The ideal Customer Success Manager sits at the intersection of three core strengths: deep domain expertise, proven Customer Success experience, and the mindset of a trusted advisor. You not only understand the industry landscape but also bring a track record of driving customer outcomes through proactive engagement and strategic guidance. You are naturally curious, solution-oriented, and relentless in removing barriers to success-someone who gets things done while building lasting, value-driven relationships.

What do we mean by deep domain expertise? Our highly configurable platform is built to support a wide range of investigative and intelligence use cases across sectors. Candidates with experience in investigations, intelligence management, or related fields-whether in the public sector (e.g., law enforcement, intelligence, regulatory bodies) or private sector (e.g., corporate investigations, compliance, risk) will be well-positioned to guide customers in applying the system effectively. This background helps build trust with users, fosters a deeper understanding of their operational needs, and enables more tailored, proactive support. Ultimately, it helps ensure customers continue to realise meaningful, recurring impact from our platform over time.

Key Accountabilities:

• Customer Relationships: Build a trusted relationship with all your customers. Work with them to create and maintain customer-facing success plans to ensure ongoing success with how they use the product, feeding into regular business value/impact reviews to key stakeholders.
• Customer Health: Regularly review the health of your customers to ensure they are maximising the impact they get from Clue to enable smooth renewal and expansion conversations. Using RAG, work collaboratively on any 'red' and 'amber' accounts to get them back to 'green'.
• Renewals: Run all renewal conversations for your customer base, ensuring all new contracts are in line with our current pricing model, whilst also focusing on customer retention and growth.
• Strategic & Growth Account Plans: Work closely with the BD, Sales, Solutions Consultancy and Professional Services teams to support the development of strategic and growth account plans.
• Identify Expansion Opportunities: Identify opportunities for growth and expansion with your customer accounts and follow the process to capture them in Salesforce so they can be tracked and triaged in pre-pipeline.
• Community: Champion the one-to-many benefits the community enables. Participate in customer communities online, and in person to share industry best practices and Clue usage approaches.
• Customer Advocacy: Identify Clue advocates and foster a culture of networking and collaboration. Work with the Marketing team to identify case studies, testimonials and opportunities to demonstrate impact.
• Internal Relationships: Build and maintain internal relationships across functions to ensure the best possible customer experience and be the voice of the customer internally.
• Knowledge Sharing: Share knowledge and lessons learned across teams and participate in creating content and industry news with the whole company.
• Continuous Improvement: Contribute to the continuous improvement of customer success collateral and processes using tools to enhance efficiency and effectiveness.
• Customer Feedback: Gather and analyse customer feedback to inform improvements and support product development.
• Data Management: Ensure all systems and data are updated to provide an accurate history and current health for your customers.
• Product Knowledge: Post induction, maintaining strong product knowledge thereafter to guide customers in their usage of Clue.

Key role measures:

• Customer Satisfaction and Engagement: Measure and improve customer satisfaction and engagement levels.
• Net Revenue Retention (NRR): Track and enhance net revenue retention from existing customers.
• Gross Revenue Retention (GRR): Monitor and increase gross revenue retention.
• Continuous Improvement: Strive for process improvements and adoption of best practices within the Customer Success function

Experience and skills

Our ideal candidate would have experience in the following areas:

• Three core strengths: deep domain expertise, proven Customer Success experience, and the mindset of a trusted advisor.
• A strong track record as a CSM working with a range of customers within a SaaS, technology or relevant domain environment. Experience of working with public sector customers would be advantageous.
• Demonstrable experience of being able to develop and maintain deep product knowledge in order to build value for our customers
• Skilled in managing contract renewals and confident in having commercial conversations to ensure the best deal for Clue and the customer
• Solid experience delivering customer facing presentations, training sessions and demos
• Excellent communication skills, with an ability to position updates & decisions to a non-technical (and technical) audience using Microsoft products such as PowerPoint
• Broad knowledge of enterprise IT systems and application components, ideally in cloud-based environments.
• Results focused and customer obsessed, wants to deliver to high customer satisfaction
• Process orientated, can map processes, and consult on best practices
• Problem solver with the willingness to take ownership of issues to resolve
• Able to work independently and manage a variety of tasks simultaneously