Job Description

Job Title: Customer Success Manager

We are seeking a supportive, people-focused

Customer Success Manager

to oversee our support and customer success function. This role is ideal for someone who excels in coaching, enjoys improving processes, and thrives in a fast-paced SaaS environment.

We are a growing SaaS company providing innovative solutions to the construction industry. Our products streamline operations, driving efficiency across the sector. As we continue to scale, delivering an outstanding customer experience remains central to our success.

We are committed to building a diverse and inclusive team and welcome applications from all backgrounds.

The Role

As Customer Success Manager, you will oversee day-to-day support operations, coach and develop a team of support representatives, act as an escalation point for customers, and take responsibility for account retention, renewals, and expansion opportunities across a defined customer base.

You will be a supportive, accountable leader with a strong customer mindset and commercial awareness who is passionate about developing people and delivering exceptional customer service.

Key Responsibilities

Team Leadership & Development

Provide day-to-day management of support staff, creating an approachable and empathetic environment where team members feel supported. Coach team members to develop technical knowledge, customer communication skills, improve performance, and handle complex customer interactions with confidence. Set clear expectations, hold the team accountable to goals and service standards, and model ownership and professionalism. Foster a positive team culture through motivation, recognition, and constructive feedback.

Operational Oversight

Oversee daily support operations across all channels, ensuring timely, accurate, and high-quality responses. Monitor dashboards, KPIs, CSAT trends, and ticket metrics, using data to drive decisions and improvements. Make decisive, informed choices during high-volume periods, outages, or escalations. Enhance workflows by refining processes, documentation, and internal communication to improve efficiency and consistency.

Customer Experience & Escalation Management

Promote a customer-centric mindset across the support function, ensuring a high standard of service delivery. Serve as a point of escalation for complex or sensitive customer issues, responding with calm, diplomacy, and clarity. Identify recurring challenges and collaborate with product and engineering teams to develop durable solutions. Act as a voice of the customer, sharing insights and trends with the wider business to drive product and service enhancements.

Account Management, Retention & Growth

Own and manage a portfolio of customer accounts alongside the support function. Build strong, trusted relationships with key customer stakeholders. Take responsibility for customer renewals, ensuring value is clearly demonstrated and risks to retention are proactively managed. Identify and progress account expansion and upsell opportunities, working closely with customers to align Propeller Studios' solutions to their evolving needs. Proactively engage customers through regular check-ins, usage reviews, and success conversations to maximise long-term value.

Cross-Team Collaboration

Communicate effectively with internal stakeholders to ensure alignment on updates, policies, and customer-impacting changes. Represent the support function during cross-departmental discussions, advocating for customer needs while maintaining strong working relationships.

Experience

2-4 years' experience in a customer support, customer success, or account management role within a SaaS or technology-driven environment. Proven experience managing customer relationships and handling escalations. Exposure to renewals, account growth, or upsell conversations (formal or informal) is highly desirable. Previous experience leading or mentoring others is preferred.

Key Skills

Core Leadership Traits

Empathetic and approachable

- Creates a safe environment for open dialogue.

Accountable

- Owns team outcomes and leads by example.

Decisive

- Makes sound decisions quickly in dynamic environments.

Coaching oriented and patient

- Invests time in training and calmly handles recurring questions.

Conflict resilient

- Manages interpersonal issues and escalations constructively.

Motivational

- Builds morale and fosters a positive team culture.

Customer-Centric Mindset

Service-oriented

- Committed to exceptional customer experiences.

Value-led

-Able to identify opportunities to expand accounts by solving real customer problems.

Calm under pressure

- Handles escalations and challenging conversations with confidence.

Operational and SaaS specific

Process oriented

- Enthusiastic about improving workflows and documentation.

Analytical

- Comfortable with support metrics, CSAT and data interpretation.

Tech-savvy and adaptable

- Understands software behaviour and thrives amid product changes.

Communication Skills

Clear communicator

- Shares expectations and updates effectively.

Diplomatic

- Handles escalations and cross-functional interactions with tact.

Active listener

- Ensures staff and customers feel heard and understood.

Location

Hitchin, Hertfordshire - this role is predominantly office based.

What We Offer

Full-time position (with three-month probationary period) Salary - 38,000 - 44,000 per annum (depending on experience) Company contribution pension scheme 22 days paid holiday (excluding bank holidays) Extensive opportunities for progression Friendly and collaborative environment
Job Type: Full-time

Pay: 38,000.00-44,000.00 per year

Benefits:

On-site parking Work from home
Experience:

Customer support: 3 years (required)
Work authorisation:

United Kingdom (preferred)
Work Location: In person