Customer Success Manager

Job Purpose: As a Customer Success Manager you’ll play a pivotal role in driving customer engagement, satisfaction, and product adoption. You will work cross-functionally with Account Management, Support, and Professional Services teams to ensure our customers are achieving their desired outcomes. This role serves as the primary post-sales relationship owner, ensuring customers realise maximum value from our products while identifying growth opportunities.

Key Accountabilities/BAU Objectives: Serve as the primary point of contact for a defined portfolio of customers, ensuring consistent and high-quality engagement. Monitor customer health, product adoption, and engagement metrics to proactively identify risks and growth opportunities. Act as the voice of the customer internally, providing structured feedback to Product, Support, and Marketing teams.

Partner with Account Executives to identify upsell and cross-sell opportunities, as well as renewal risks, while maintaining clear ownership boundaries. Proactively manage and mitigate churn risks, coordinating with relevant teams to drive customer retention. Track, analyse, and report on key customer success metrics and KPIs to inform decision-making and performance improvements.

Drive product adoption and value realisation through regular check-ins, business reviews, and strategic planning sessions with customers. Key Skills: 5+ years of Customer Success, Account Management, or Client Services experience in a SaaS or enterprise tech environment. Familiarity with CS tools (Gainsight, ChurnZero, etc.) and CRM platforms (Salesforce preferred).

Proven track record in driving adoption and increasing product usage. Experience with cross functional relationships and operating to a strategic vision Knowledge of procurement or finance-related SaaS platforms is desirable Key Values: Customer centric approach. Acknowledge and understand customer perspectives and ability to build trust Exceptional problem solving skills and reliability Adaptability whilst focussing on strategic picture Ability to build strong relationships and focus on active listening, both with customers and internally across functions Accountability for customer outcomes and meeting customer needs About Proactis Proactis is a leading Source-to-Pay software solution provider for mid-market organisations across a range of service-led industries.

Our end-to-end modular platform enables customers to control spend and manage supply-chain risk; improve compliance and governance of their purchasing activities; reduce the cost of goods and services; and deliver efficiencies, all through process digitisation and automation.