Mid-Market Customer Success Manager

Semble

Mid-Market Customer Success Manager at Semble, driving impact across core customers in healthcare with SaaS solutions. Managing accounts through full cycle from sales to renewal in a dynamic environment.

Posted 7/16/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £50,000 - £60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management with a focus on managing a commercial SaaS portfolio, ensuring customer satisfaction and retention through effective onboarding, adoption, and expansion strategies. Possesses strong analytical skills to track and improve Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) metrics while engaging proactively with accounts.

Highest-signal resume keywords

Customer Success Management (CSM)Net Revenue Retention (NRR)Onboarding ManagementCommercial SaaS ExperienceKPI Literacy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementCustomer Lifecycle ManagementData AnalysisTechnical SetupTraining Delivery

Soft Skills

Proactive Working StyleCuriosityCommunication

Tools & Technologies

SaaS PlatformsCustomer Relationship Management (CRM) Software

Industry Keywords

Annual Recurring Revenue (ARR)Gross Revenue Retention (GRR)Customer EngagementAccount Health MonitoringStakeholder Management

About the role

Key responsibilities & impact

Own a portfolio of accounts, with values ranging between £16k-£60k+ ARR, with an average ACV of £20K ARR.
Cover the full customer lifecycle, from sales handover through to onboarding, continual adoption, expansion, and renewal.
Understand what each account is genuinely trying to achieve, operationally and commercially, and ensure Semble is central to how they get there.
Bring the discipline of excellent CS practice and the curiosity to challenge how it is done.
Protect and grow NRR by working closely across Sales, Product, Support, and Marketing.
Report to Emma, the Head of CS, and join a team striving for high standards and continuous improvement.

Requirements

What you’ll need

CSM experience with named account ownership: A track record of 3+ years managing a commercial SaaS portfolio across the full customer lifecycle - ARR protected, accounts genuinely developed, not just renewals processed.
You are KPI literate and can speak confidently to your GRR and NRR performance - with the specific numbers and context to back it up.
Commercial understanding and NRR ownership: You understand what your accounts are spending and what they should be getting for it.
Experience running onboarding for complex accounts: Managing onboardings with genuine complexity - migrations, multiple stakeholders, technical setup, training delivery.
Comfort with a wide product: Experience with software that customers critically depend on to run their operations - not a tool used occasionally by one team.
A proactive, self-directed working style: You do not take account health at face value. You dig into usage signals, challenge accounts when they are underutilising the product, and flag risk before it surfaces.
AI literacy and genuine curiosity: Ai is something you are actively engaging with.
A clear upward trajectory in CS: Ideally including progression within the same organisation, not just lateral moves.
Degree educated or equivalent.

Benefits

Comp & perks

36 days off: 25 holidays + bank holidays + 3 extra days (birthday and ‘feel good’ days)
Private health Insurance – covering physical and mental health, as well as dental and optical!
Get the tech you need - You will get the latest MacBook and take your pick across a wide range of equipment to set up your home office ergonomically.
Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies!
The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...).