Job Description

Job Title: Customer Success Manager


Contract: Permanent


Location: London & Hybrid (2 days in the office)


Reporting to: Head of Product Portfolio


Salary: Competitive



Are you passionate about creating exceptional customer experiences and driving long-term loyalty? We're looking for a strategic and empathetic Customer Success Manager to lead the charge in optimising our customer journey and ensuring every interaction adds value.


As our Customer Success Manager, you'll be responsible for enhancing every stage of the customer lifecycle--from onboarding to advocacy. You'll act as the voice of the customer, identifying opportunities to improve satisfaction, reduce churn, and increase lifetime value.

Key Responsibilities:

Optimise the customer journey and translate insights into actionable improvements. Monitor customer feedback and trends to evolve strategy and reduce friction. Deliver effective onboarding experiences and create helpful resources (e.g. guides, webinars). Collaborate with internal teams to ensure timely and relevant customer interactions. Develop churn reduction strategies and contribute to upselling and cross-selling initiatives. Track and report on customer health metrics, satisfaction scores, and performance.

Key Skills & Qualifications:

Proven experience in customer success or customer experience roles, with a strong grasp of customer journey mapping and lifecycle management. Experience working with subscription models and implementing churn reduction strategies. Ability to develop customer success frameworks and monitor key performance indicators. Hands-on experience with CRM platforms--Dynamics preferred. Strong analytical skills and experience in reporting across complex product portfolios. Background in SaaS or service-based environments serving diverse customer needs. Excellent communication and collaboration skills, with a customer-first mindset.

Additional Information:

If you are a member of The Kennel Club and are successful, you will need to relinquish your membership. Please be advised that we cannot provide sponsorship for this role.

Equal Opportunities and Diversity

The Kennel Club welcomes applications from everyone regardless of age, gender, ethnicity, sexual orientation, faith or disability. All appointment will be made on merit, following a fair and transparent process in line with the Equality Act 2010.