Silktide

Customer Success Manager

Silktide

full-time

Posted on:

Location Type: Hybrid

Location: Birmingham • United Kingdom

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Salary

💰 £45,000 - £70,000 per year

About the role

  • Run tailored onboarding sessions that equip new customers to hit the ground running.
  • Get hands-on with account setup to make sure everything’s in place for success.
  • Act as the strategic point of contact for your named accounts, helping them get the most from Silktide.
  • Gain a deep understanding of their business goals and challenges, and use your product knowledge to guide them towards better outcomes.
  • Build strong relationships and stay closely engaged so you can spot risks early and keep customers on track.
  • Collaborate closely with Account Managers to flag opportunities for growth, share feedback, and ensure retention stays high.
  • Use your downtime to deliver value proactively (think: training, data insights, strategic nudges).
  • Answer the occasional support query via Intercom, but this isn’t a tech support role — you’re here to unblock people and keep them moving.

Requirements

  • You are a resident of Birmingham, UK (or willing to relocate) and fluent in English.
  • You have a passion for technology and enjoy helping customers succeed.
  • You excel at explaining complex concepts simply.
  • You have 2–3+ years of customer-facing experience (ideally in customer success or sales).
  • You’re proactive, comfortable reaching out to customers, and can address their needs independently.
  • You can lead challenging conversations, hold customers accountable, and keep them focused on their goals.
  • You’re confident in partnering with Account Managers to move commercial discussions forward and deliver real value.
  • You thrive in a fast-paced, evolving environment and communicate clearly in writing and speech.
Benefits
  • A shiny new MacBook
  • 20 days paid vacation plus public holidays, increasing with tenure
  • Private Insurance, Health, Dental and Vision, plus Wellness Allowance
  • Company Sponsored Pension and Enhanced Paternity or Maternity
  • Casual Dress Code, Flexible Schedule, Weekly Paid Lunches, and Monthly Company Outings
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
customer-facing experienceproactivecommunicationrelationship buildingproblem-solvingaccountabilitystrategic thinkingtrainingdata insightscollaboration