Customer Success Manager – Strategy / Communication – Hybrid (3-4 days onsite) – Manchester
Are you the kind of Customer Success Manager who enjoys being the glue between customers and product? The person who actually listens, spots patterns, and makes sure feedback turns into action rather than disappearing into a black hole?
This is an opportunity to join a small, growing tech business and become their first-ever Customer Success Manager. There is no inherited playbook here. No established process you have to tiptoe around. You’ll be setting the standard for how customer success works from day one.
The product is already live and being used. Customers are onboarded, engaged, and talking to the business. What’s missing is a dedicated person to own those relationships, understand how customers are using the platform, surface issues early, and act as the voice of the customer internally.
This is not a sales role. There are no targets to upsell or renewals to close. Your job is to make customers successful, heard, and confident that the product is moving in the right direction for them.
What you’ll be doing:
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Owning day-to-day relationships with customers and acting as their main point of contact
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Taking the time to understand each customer’s business, strategy, and how the product fits into it
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Proactively checking in, gathering feedback, and identifying issues before they become problems
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Escalating technical or product issues internally to the support team or leadership when needed
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Translating customer feedback into clear, actionable insight for the product and engineering teams
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Acting as the internal voice of the customer when priorities and decisions are being discussed
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Helping shape what “good” customer success looks like in a growing business
What we’re looking for:
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Experience in a Customer Success, Account Management, or similar customer-facing role
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Someone who is confident communicating with customers and building genuine relationships
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Strong listening skills and the ability to understand what customers are really saying
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Comfortable working closely with product and technical teams
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Organised, proactive, and happy taking ownership rather than waiting for instruction
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Curious enough to research customers, understand their goals, and align them with the product
The setup:
This is a hybrid role, with 3–4 days per week onsite in Manchester. You’ll be working closely with leadership and the product team, with real influence over how the customer experience evolves as the company grows.
If you enjoy being close to customers, shaping how a function works from the ground up, and want a role where your impact is immediately visible, this one is well worth a conversation
