Customer Success Manager

CV-Library • Cardiff, South Glamorgan • 1h ago

Hybrid – 2 days per week in the office (Caerphilly)

Salary: £34,000–£36,000 + Commission + £300 monthly car allowance

Client Travel: 2–4 days per month

Unify are proud to be exclusively representing an award-winning, rapidly expanding AI technology company, as they embark an exciting period of growth.

The Role

This is a hybrid Customer Success and Account Management role focused on onboarding, adoption, value realisation, and growth across key client accounts.

The successful candidate will act as the primary point of contact for customers post-sale, ensuring smooth onboarding, strong engagement, and long-term success. They will work closely with commercial, product, and technical teams to help clients maximise value from the AI-powered platform. They will report into and work closely with the Commercial Manager to support account growth and revenue objectives.

This role would suit someone who enjoys combining relationship management with technology, problem-solving, and digital innovation.

Key Responsibilities

They will:

Manage and grow relationships with key client accounts across multiple sectors
Act as the primary point of contact for onboarding, support, and success planning
Translate client needs into clear project briefs and delivery plans
Ensure successful project delivery on time and within scope
Monitor platform usage and account performance, identifying opportunities to improve adoption and impact
Produce regular client reports, impact summaries, and presentations
Lead renewal conversations and identify expansion opportunities
Prepare quotes and contribute to proposal writing for renewals, upsells, and new opportunities within existing accounts
Support commercial processes in collaboration with the Commercial Manager
Represent the business at meetings, workshops, and industry events
Configure demo environments and support technical walkthroughs
Deliver product demonstrations to both technical and non-technical audiences
Create customer-facing resources such as guides, slide decks, and video walkthroughs
Build sample AI workflows or LLM-powered use cases within the platform to support demonstrations and onboarding

They will be expected to confidently walk customers through technical workflows without relying heavily on engineering support.

Essential Experience and Requirements

The ideal candidate will have:

Proven experience in Customer Success, Account Management, or B2B relationship management
Prior experience in a customer-facing role within a B2B SaaS company where the product had meaningful technical complexity
Experience preparing quotes and contributing to proposal writing in a commercial environment
Experience working with or demoing SaaS platforms (ideally in AI/ML, EdTech, or developer tools) - Bonus / Not essential
Comfort navigating technical concepts such as APIs, LLMs, prompt engineering, or agent-based workflows (they do not need to build them from scratch, but must be able to understand and clearly explain them) - Bonus / Not essential
Ability to independently learn new software tools and confidently deliver product demonstrations
Strong stakeholder engagement and communication skills
Commercial awareness and ability to identify growth opportunities
Confidence using CRMs, dashboards, and collaboration tools
Experience creating customer-facing materials (e.g. Canva, Loom, OBS, PowerPoint, or similar tools)
Strong organisational and time-management skills

Desirable / Nice to Have

Hands-on experience with AI platforms, chatbot builders, or no-code/low-code automation tools
Familiarity with RAG (Retrieval-Augmented Generation), vector databases, or agentic AI workflows
Basic understanding of APIs, webhooks, or integration platforms (e.g. Zapier, Make)
Experience configuring integrations or building lightweight automation workflows
Background in digital learning, education technology, or workforce development

Personal Attributes

The successful candidate should:

Be proactive and take ownership

Demonstrate a strong “can do” attitude

Be naturally curious and eager to learn

Go the extra mile for clients and colleagues

Be comfortable suggesting new ideas and improvements

Work collaboratively and thrive as part of a growing team

Be motivated by purpose-driven work and the impact of learning technology

What We Offer

Salary: £34,000 - £36,000 + commission + annual performance bonus

Hybrid and flexible working (home and office-based)