Customer Success Manager (UK) (Remote)

Richardson Sales Performance

21h • Remote

About The Position

The Customer Success Manager leads client engagements focused on sales performance improvement across a portfolio of accounts in the UK and EMEA. Working with the sales lead, the role measures training outcomes, drives adoption of Richardson solutions, and supports retention, renewals, and expansion. The goal is to help clients achieve measurable, lasting results from their investment in Richardson.

The position develops strategic account and communication plans, manages service launches and deployments, and creates multi-year development and curriculum plans with clients. It also conducts business reviews and analyses usage, ROI, KPIs, assessments, surveys, reinforcement tools, and learning management system data to demonstrate impact and recommend next steps. The Customer Success Manager maintains client success plans, monitors progress and satisfaction, and brings client feedback to internal teams to inform product development.

Richardson describes its culture as high-performance, commercially minded, and collaborative. It values ownership, urgency and discipline, cross-company collaboration, high standards, and continuous learning and improvement.

Requirements

• Based in and fully authorised to work in the UK.
• At least 5 years of experience in client success, programme or project management, sales management consulting, or a related field.
• At least 3 years managing client partnerships within a portfolio of accounts, with direct responsibility for retention and contract renewals.
• Strong communication, stakeholder management, and executive influence skills.
• Strong analytical skills, with the ability to turn data into client recommendations.
• Change management and adoption experience.
• Advanced Outlook, Excel, Word, and PowerPoint skills.
• Working knowledge of Salesforce or a similar CRM.
• Willingness to travel up to 25%.

Nice To Haves

• Degree in Business Management, Performance Improvement, HR/Training, or a related field.
• Experience partnering with sales, revenue, enablement, or HR and learning and development leaders.

Responsibilities

• Build strategic account and communication plans with client stakeholders that align with each client's business goals.
• Own client retention and partner with sales on renewals, cross-sell, and upsell opportunities across a portfolio of accounts.
• Lead programme management for the launch and deployment of services, coordinating with sales, product, and support teams.
• Build and manage multi-year development and curriculum plans with clients.
• Run regular business reviews, analysing usage data, ROI, and KPIs to show impact and identify opportunities for growth.
• Analyse data from assessments, surveys, reinforcement tools, and learning management systems to recommend where learning needs reinforcement.
• Create and maintain client success plans, tracking progress and client satisfaction.
• Advocate for clients internally, sharing feedback and insights that inform product development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed