Customer Success Manager

Dayshape

Customer Success Manager managing complex accounts for AI-powered resource management software company. Driving customer adoption, retention, and long-term value realization across a portfolio of strategic accounts.

Posted 6/18/2026full-timeEdinburgh • 🇬🇧 United KingdomMid-LevelSenior💰 £40,000 - £50,000 per yearWebsite

About the role

Key responsibilities & impact

Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the UK and Europe.
Build a detailed understanding of the customer’s organisation to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction.
Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape’s services.
Create, maintain and distribute monthly status reports, health scores and other key metrics.
Manage stakeholders throughout the customers organisation, ranging from super users, product owners, resource managers, and C-suite (including CIO).
Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI.
Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals.
Participate during Dayshape implementation, working closely with the Professional Services team.
Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features.
Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations.
Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers.
Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape.

Requirements

What you’ll need

Significant experience in Customer Success or Account Management, managing enterprise or complex customer relationships (ideally within the SaaS or software space)
Strong commercial acumen, with experience supporting renewals, expansions, and revenue growth
Proven ability to build and maintain relationships with executive-level stakeholders
Experience driving product adoption, engagement, and measurable customer outcomes
Ability to manage multiple complex projects and stakeholders simultaneously, with strong organisational skills
Excellent communication and presentation skills, with the ability to influence and challenge constructively
A proactive, customer-first mindset with strong problem-solving capabilities
Ability to work cross-functionally and bring together internal stakeholders to deliver results

Benefits

Comp & perks

At least £1,000 per year to spend on professional and personal development
33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days
Paid four week sabbatical in your fifth anniversary year on top of your holiday entitlement
Enhanced family leave policies
Private healthcare and rewards through AXA
Income protection and death in service cover
Matched 5% auto-enrolment workplace pension scheme
Access to wellbeing offerings, such as our Employee Assistance Programme and a dedicated counselling service
Innovation Week twice a year - a chance to experiment and work off-project
Volunteering time – up to 20 hours a year to participate in volunteer work
Regular All Hands meeting for inspiration and over-communication
Time out of the working week for team socials each month, with a mix of in-person and virtual options: past events include hiking, family BBQs, board games and at-home cocktail classes!

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Hard Skills & Tools

Customer SuccessAccount ManagementSaaSProduct AdoptionProject ManagementData AnalysisMetrics ReportingStakeholder ManagementTraining DeliveryQBRs

Soft Skills

Commercial AcumenRelationship BuildingOrganizational SkillsCommunication SkillsPresentation SkillsInfluencing SkillsProblem-SolvingProactive MindsetCustomer AdvocacyCross-Functional Collaboration