Customer Success Manager
Job Title: Customer Success Manager
Contract Location: London (Hybrid)
Salary - OTE £50,000 - £60,000 (£35,000 basic + commission). Final package will reflect experience, track record and overall fit for the role.
Contract Duration: 6 months initially (with potential extension)
Contract Start Date: Immediate
Contract Classification: Inside IR35
Daily Rate breakdown
Traditional Daily Rate: £180
Agreed Contract Rate (ACR): £138.36
Equivalent Annual Salary: £35,973.85 + £3,359.63 holiday pay
Payroll provider: Rockford Payroll Info for Contingent Workers - Rockford Pay
About Deloitte Operate to Scale
Deloitte's Operate to Scale team helps ambitious, high-growth companies accelerate commercial performance by providing embedded sales, operational and growth expertise. Our professionals work directly within client environments, becoming part of their day-to-day teams whilst benefitting from Deloitte's wider network, support and development opportunities. This role offers the unique opportunity to combine the pace and impact of a high-growth technology business with the backing and broader exposure of Deloitte.
About the Opportunity
You'll be joining a fast-growing, AI-powered technology business that is transforming how investment, advisory, corporate development and strategy professionals identify opportunities, conduct market analysis and make commercial decisions.
The platform combines advanced artificial intelligence with extensive company and market intelligence data as a single source of truth for deal-making teams, helping private equity investors, venture capital firms, corporate development functions and advisory businesses identify acquisition targets, find strategic and financial buyers, map markets, track competitors, conduct valuation analysis and accelerate due diligence processes.
Having established strong product-market fit and growing demand across the UK and Europe, the business is now investing in its Customer Success function and looking for its first dedicated Customer Success Manager.
You'll work directly alongside the founders and play a key role in establishing a world-class customer experience, ensuring customers realise measurable value from the platform whilst supporting retention, expansion and long-term growth.
This is a unique opportunity to join an ambitious, high-growth business at a pivotal stage of its journey, where your contribution will directly influence customer outcomes, product development and commercial growth.
The Role
We're looking for a commercially minded Customer Success Manager with experience supporting B2B SaaS, technology, data or intelligence solutions.
This is a highly strategic and customer-facing role responsible for managing the entire post-sale customer journey, from onboarding and adoption through to renewal and account growth.
Success in this role requires strong relationship-building, stakeholder management and commercial acumen, alongside the ability to engage senior decision-makers and become a trusted advisor to customers throughout their lifecycle.
As the first Customer Success hire, you'll help define customer engagement strategies, establish scalable processes and build the foundations of a high-performing Customer Success function.
Responsibilities
Customer Onboarding & Adoption
• Lead onboarding for new customers and ensure rapid time-to-value
• Develop success plans aligned to customer objectives and business outcomes
• Deliver customer training, enablement and adoption programmes
• Monitor customer health and proactively identify risks
• Drive platform engagement and long-term product adoption
Customer Retention & Growth
• Own customer renewals and retention activities
• Identify opportunities for account expansion, additional users and new use cases
• Build relationships with senior stakeholders and decision-makers
• Support commercial discussions around renewals and growth opportunities
• Maintain accurate forecasts for renewals and expansion opportunities
Strategic Account Management
• Act as the primary point of contact for a portfolio of customers
• Conduct regular business reviews focused on outcomes, ROI and value realisation
• Build executive-level relationships across customer organisations
• Develop a deep understanding of customer objectives, workflows and challenges
Voice of the Customer
• Gather customer feedback and translate insights into actionable recommendations
• Work closely with founders and product teams to influence product development
• Support customer advocacy initiatives including references, testimonials and case studies
Build the Function
• Design and implement Customer Success processes and best practices
• Create onboarding, adoption, renewal and expansion playbooks
• Define and track key customer success metrics
• Help shape the future Customer Success strategy of the business
Required skills and qualifications
Essential
• 3+ years' experience in Customer Success, Account Management, Customer Growth or a related commercial role
• Proven experience managing and retaining B2B SaaS customers
• Demonstrable success owning renewals and driving account growth
• Strong stakeholder management and relationship-building skills
• Experience delivering onboarding, adoption and customer success programmes
• Strong commercial acumen and ability to identify growth opportunities
• Excellent communication and presentation skills
• Ability to operate independently within a fast-moving, high-growth environment
• Comfortable working directly with founders and senior leadership teams
Highly Desirable
• Experience supporting private equity, venture capital, corporate development, M&A advisory or investment banking customers
• Strong understanding of the workflows and challenges faced by deal-making professionals, including market mapping, target identification, buyer research, valuation analysis and commercial due diligence
• Experience working with data, intelligence, analytics, research or AI-enabled platforms
• Experience operating as an early Customer Success hire within a startup or scale-up environment
• Familiarity with CRM and Customer Success platforms
Success in the Role
The successful candidate will:
• Deliver exceptional customer onboarding and adoption experiences
• Achieve strong customer retention and renewal performance
• Consistently identify account growth opportunities
• Build trusted relationships across the customer base
• Establish scalable Customer Success processes and reporting
• Become the voice of the customer within the organisation
Culture & Values
We're looking for individuals who thrive in ambitious, high-growth environments and enjoy building alongside experienced founders and commercial leaders. Successful candidates will typically be:
• Entrepreneurial and proactive
• Commercially curious
• Scrappy and resourceful
• Comfortable with ambiguity and change
• Confident operating autonomously
• Passionate about technology and innovation
• Motivated by ownership, impact and achievement