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Department: Customer Experience
Location: Milton Keynes
Compensation: £35,000 - £40,000 / year
Description
At
Kinetic, our customers are at the heart of everything we do — and we’re looking for someone who shares that passion. If you thrive on building strong relationships, solving problems with a consultative mindset, and being the person customers turn to for support and guidance, you might be exactly who we’re looking for.
We're on the hunt for a
Customer Success Manager to join our close-knit team and take ownership of a portfolio of 40–50 EMEA-based accounts. In this role, you’ll be the go-to expert and trusted advisor for your customers — helping them get the most from our products, supporting their long-term goals, and ensuring they stay happy, successful, and engaged.
This isn’t a role where you’ll follow a script. At Kinetic, we trust our people, give them space to grow, and back them to make a real impact.
Key Responsibilities
- Own the customer experience for your accounts, from onboarding and training through to long-term engagement.
- Build strong, confident relationships with stakeholders at all levels, becoming a familiar and trusted presence.
- Lead customer meetings, both virtually and on-site (with regular travel in the UK, Ireland, and sometimes further afield).
- Drive product adoption and success, supporting customers in realising value and expanding their use of our solutions.
- Identify growth opportunities and pass leads to the Sales team to help customers explore new possibilities.
- Collaborate cross-functionally, working closely with teams across Support, Professional Services, Sales, and Product.
- Champion the voice of the customer, sharing valuable feedback that informs our roadmap and helps shape the future of our products.
- Keep everything on track, from logging activity in Salesforce to tracking satisfaction via NPS and CSAT metrics.
Skills, Knowledge And Expertise
- Experience in Customer Success, Account Management or similar client-facing roles.
- A natural ability to build relationships, solve problems, and manage multiple priorities.
- Strong organisational skills and a results-driven mindset — you’re comfortable owning targets and KPIs
- Confidence in working with technology and complex products. Experience in SaaS or EdTech is a bonus.
- Familiarity with CRM systems (Salesforce is a plus).
- Bonus points if you’ve worked in Higher Education or understand the sector’s challenges.
Benefits
As part of the Kinetic team, you will benefit from:
- Working for an organisation where people and culture genuinely matter.
- Excellent training and support with the opportunity for further professional development.
- Performance-related bonus scheme.
- 25 days annual holiday allowance plus bank holidays off.
- 2 wellbeing days a year to rest and recharge.
- Christmas shut-down period for a well-deserved break.
- Company contribution to pension.
- A flexible benefits package, which is customisable by you. You can choose from private health care, life assurance, personal development, cinema tickets, wide range of discounts at retailers and so much more!
Kinetic provides excellent working environments at its offices, including kitchens with free breakfast, tea, coffee, and refreshments. Our social committee organises activities and events throughout the year, and you’ll have the opportunity to do charitable work within the local community.
Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.
