Customer Success

Customer Success Manager – Remote UK

Employer: Gordon Yates Recruiting & Training Ltd
Location: Remote, UK
Salary: £28,000–£35,000 per annum, depending on experience
Contract: Permanent, full-time
Working arrangement: Fully remote
Reference: 57407511

About the role

A fast-growing B2B SaaS company is looking for a Customer Success Manager to help leading brands get the most from its loyalty and customer engagement platform.

The role covers the full customer journey, from onboarding and launch through to ongoing optimisation. You will help clients design loyalty programmes, configure platform features, understand integration requirements and improve programme performance.

The position is remote within the UK, with most working hours following the UK working day. Some later hours each week will be required to provide coverage for US-based clients.

Key responsibilities

• Manage customer relationships from onboarding through to post-launch optimisation.
• Help clients design loyalty programmes, including tiers, missions, campaigns, audiences and rewards.
• Configure programme rules and campaigns within the platform.
• Support clients with API integrations and technical requirements.
• Work with technical teams and client Tech Leads on more complex requirements.
• Deliver client training and enablement sessions.
• Conduct regular reviews covering objectives, KPIs, performance and next steps.
• Identify and implement opportunities to improve engagement and programme performance.
• Help clients adopt new platform features.
• Identify opportunities to expand clients into additional features, modules, brands or markets.
• Resolve complex client issues before escalation to Engineering.
• Occasionally support Sales with product demonstrations and technical platform expertise.

Requirements

Applicants should ideally have:

• Experience in Customer Success, Account Management or Implementation within a B2B SaaS environment.
• Experience supporting clients through onboarding, launch and ongoing account success.
• Confidence learning and configuring software platforms.
• Understanding of technical concepts such as APIs, events, environments and data mapping.
• Strong communication and stakeholder-management skills.
• A proactive approach to identifying opportunities and solving problems.
• Strong organisation and ownership in a remote working environment.
• Availability to work some later hours each week to support US clients.

Experience in loyalty, rewards, CRM, martech or customer engagement technology would be advantageous.

Experience with API-first platforms is also beneficial. The company actively uses AI across the business, so familiarity with AI tools is considered a plus.

What’s on offer

• £28,000–£35,000 salary, depending on experience
• Fully remote working
• Flexible working hours
• Professional development and career growth opportunities
• Company pension contributions
• Company laptop
• Two fully funded in-person team meet-ups each year at the Leeds head office
• Opportunity to work with international brands across multiple markets
• Hands-on experience within a growing SaaS company

About the company

The employer is a growing B2B SaaS company providing loyalty and customer engagement technology to brands internationally.

Its API-first platform allows businesses to create loyalty programmes, incentives and personalised customer experiences across multiple markets and channels.

The company works with clients across the UK, Europe, US, Middle East and Asia-Pacific.

Working pattern

This is a fully remote UK role. Most working hours will follow standard UK hours, with some later shifts required each week to provide US client coverage.

Sponsorship

The advert does not state that Skilled Worker visa sponsorship is available. Applicants requiring sponsorship should confirm eligibility directly with the employer before applying.

Application process

Applications will be passed directly to the client for review.

Reference: 57407511