Customer Success Manager
About The Position
As a Customer Success Manager, you will own a named book of professional-services customers and act as their primary point of contact throughout their lifecycle with Teamwork.com. You are accountable for adoption, value realisation, renewals, and expansion identification, and your performance is measured against Gross Dollar Retention (GDR) and Net Dollar Retention (NDR). You also own the renewal commercially, leading the conversation, negotiating terms, and carrying the number. Your customers are professional-services businesses whose profitability depends on billable hours, utilisation, and project margin. Your role is to make sure Teamwork.com is helping them deliver client work more efficiently and more profitably. Features are the vehicle, not the destination. Our north star is the value customers realise through better business outcomes, and your job is to make that value clear and tangible well before they reach a renewal. This is a proactive, relationship-led role. You run onboarding from start to finish, working alongside Professional Services on data migration and technical setup, and then carry the relationship through adoption and renewal. You work closely with Support, Sales, and Product to give customers a consistent experience and to flag risks and opportunities early. You keep a clear view of upcoming renewals, customer health, and the value delivered. You own renewal preparedness and risk identification, and you work with Sales to progress the expansion signals you spot. This role is ideal for a commercially confident CSM who is ready to own a book of business, lead their own renewals, and take full accountability for retention outcomes within a scaling Customer Success organisation.
Requirements
- 3–5 years of experience as a dedicated Customer Success Manager or Account Manager managing a B2B SaaS portfolio (Mid-Market or Enterprise tier preferred).
- Understanding of how billable hours, project margins, and utilization rates work.
- Ability to speak the language of agency operations.
- Exceptional ability to build trust quickly, navigate complex account politics, and lead value-driven presentations.
- Comfortable diving into customer health metrics, CRM tools (HubSpot/Salesforce), and CS platforms to build data-backed retention strategies.
- Proactive doer who thrives in a fast-paced environment where you can take action and directly impact company growth.
- Comfortable using AI in your daily workflow and applying your own judgement to everything it produces.
Nice To Haves
- Building own tools/agents and workflows using AI.
Responsibilities
- Proactively manage a dedicated book of Mid-Market accounts, driving deep product adoption, health, and retention across the entire customer lifecycle.
- Lead regular strategic reviews with agency leadership to demonstrate ROI, visualize utilization data, and align Teamwork.com with their bottom-line profitability goals.
- Partner closely with Account Executives and Renewals managers to spot growth signals, mitigate churn risks early, and unlock expansion revenue within your patch.
- Act as an expert on agency operations. You'll map their specific business processes to Teamwork.com's advanced capabilities (resource management, budgeting, and time tracking).
- Code and document client feedback, feature requests, and operational friction points to advocate for your portfolio directly with our Product and Engineering teams.
- Contribute to internal customer success playbooks, health-scoring models, and retention strategies to optimize our team's performance.
- Help customers reach their business outcomes by adopting the features and workflows that get them there.
- Keep clear visibility of renewal dates, health, risks, and next steps across your portfolio.
- Surface churn risk early and work through it with a structured save plan.
- Lead the renewal commercially, with stakeholders mapped, ROI demonstrated, and terms negotiated.
- Identify expansion through increased usage, additional teams, or broader product adoption.
- Surface qualified expansion signals to Sales and support them through to close.
- Run effective customer cadence, onboarding follow-ups, and adoption reviews.
- Set clear expectations, communicate progress, and follow through on what you commit to.
- Ensure customer notes, health signals, renewal context, and next steps are accurate and up to date in our systems, including renewal forecast fields.
- Use product usage data and customer feedback to decide where to spend your time.
- Apply the team's playbooks and help improve them where you see a better way.
Benefits
- Employee Share Options (ESOP)
- Competitive salary & OTE (as applicable)
- Up to 30 days vacation from day 1
- Pension benefit (specific to region)
- Health plans and wellbeing programs
- Give Back program
- Ministry of Happiness social club
- Educational resources and generous allowance to support development
- Inclusive policies - maternity, paternity & parent leave, as well as a focus on flexible working
- Recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
