Job Description

Shape The Future. Own Your Impact. Evolve with Payara.


At Payara, we aren't just platform software, we shape the future of businesses. Whether you're driving operational excellence, leading strategic projects or creating code, your work ensures our customers continue to receive excellent products and services.


We believe in ownership, accountability, and collaboration. We strive for excellence, pushing boundaries, and creating impact. Your curiosity will inspire others and drive success.


Join a globally distributed team where challenge is a mindset, innovation is key, and excellence is non-negotiable.


Create impact. Drive change. Grow with Payara.


Role Overview


As the Customer Success Manager, you will manage and grow a portfolio of Tier 2/low-touch customers, playing a vital part in enhancing customer retention, driving revenue growth, and delivering exceptional customer experiences. This is a high-impact, client-facing position that serves as a critical bridge between our customers and internal teams, ensuring continued success for both parties.


Summary Details


Role: Customer Success Manager


Seniority: Mid - Level


Location: UK or Europe (100% Remote)


Compensation: Competitive salary dependent on market location


What you will be doing


Managing a portfolio of Tier 2/low-touch customers to ensure long-term success and satisfaction
Contributing to revenue growth by identifying upsell and cross-sell opportunities
Developing and maintaining strong client relationships as the main point of contact
Owning the end-to-end contract renewal and account review processes
Acting as the voice of the customer within Payara, ensuring internal teams understand client needs
Liaising between customers and internal service teams to escalate and resolve issues
Tracking account sentiment and conducting regular customer check-ins
Delivering customer-focused initiatives to reduce churn and promote feature adoption
Collaborating across teams including Sales, Product, Marketing, and Finance
Encouraging customer participation in testimonials and case studies
Producing accurate pipeline and renewal forecasts
Promoting and educating customers on new product features and best practices
Meeting individual and team KPIs aligned with company growth goals


What you will bring


3+ years in a client-facing role such as Account Manager or Customer Success Manager
Experience working in a SaaS or software environment
Proficiency using CRM systems (preferably HubSpot)
Strong commercial awareness and an understanding of sales cycles
Excellent written and verbal communication skills
Ability to build trust with stakeholders and communicate technical information clearly
Demonstrated ability to manage a book of business and improve customer satisfaction metrics


Desirable Skills & Knowledge


Experience facilitating customer events or community engagement
Familiarity with contract renewal and consultancy upsell processes
Understanding of modern sales methodologies and customer success frameworks


Personal Skills & Behaviours


Self-starter with a proactive, positive, and enthusiastic mindset
Customer-focused with a deep sense of ownership and accountability
Skilled problem solver with strong multitasking capabilities
Comfortable working across distributed teams and navigating ambiguity
Committed to continuous improvement and client advocacy


Essential Qualifications


Qualifications in Business, Marketing, Communications, or any related field
Proven experience in client management within a tech, SaaS, or B2B environment


How We Work


At Payara, how we work matters just as much as what we work on. You'll thrive in this role if you naturally live our values:


Growth
Openness
Trust
Excellence
Passion
Initiative
Community


What we offer


100% Remote flexible working.
Annual allowances for L&D
Paid time off to celebrate your birthday, for volunteering or charity work, or to focus on your mental well-being.
Loyalty rewards.
Welcome gifts and limited-edition swag.
Annual company retreat.
Clear career progression plan
Plus, many more!


Please visit www.payara.fish/joinus for more details.


Check out our culture page on Instagram @payaraculture


We are an equal opportunities employer. If you require reasonable adjustments due to a disability, please raise this when invited to an interview, stating the adjustments needed


Please see our company (Recruitment) Privacy statement available at www.payara.fish