Customer Success Manager
Silktide
full-time
Posted on:
Location Type: Hybrid
Location: Birmingham • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £45,000 - £70,000 per year
Job Level
JuniorMid-Level
About the role
- Onboarding & Enablement
- - 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.
- Customer Partnership
- - 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.
- Ongoing Success & Retention
- - 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.
- Proactive Value & Insight
- - Don’t wait for customers to ask — use your downtime to deliver value proactively (think: training, data insights, strategic nudges).
- - Take initiative to spot where a customer might need help — even if they haven’t realised it yet.
- Support (but not babysitting)
- - You’ll 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-solvinginitiativeaccountabilityadaptabilityexplanation of complex conceptscollaboration