Customer Success Manager
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Job Description
Client Success Manager
Salary: £80,000 per annum, plus company benefits
Location: United Kingdom Remote
Contract: Full Time
Shifts: 37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hours unpaid lunch break
Work model: Remote from the UK, with visits to client sites as required
Williams Lea seeks a Client Success Manager – Enterprise AI Products to join our team!
Williams Lea is the leading global provider of tech-enabled business and marketing services helping clients manage and transform processes through resilient, scalable 24/7 operations. We combine deep expertise, agentic AI-imbedded workflows, and a global delivery model into a tech-enabled, seamless human expert-in-the-loop experience that helps clients achieve superior business outcomes.
Built on a strong heritage and great client relationships, we harness deep industry expertise, emerging technology and our global “Optishore™” delivery model to plan, build, execute and measure business processes, driving operational agility and digital transformation at speed and scale.
Williams Lea, an RRD company, serves clients in 20 countries across four continents and has 15,000 employees worldwide.
Purpose of role
We are scaling a high growth SaaS portfolio serving global banks, law firms and consultancies. Our AI product portfolio combines enterprise-grade security, brand governance, retention and expansion across strategic enterprise accounts.
This is a commercially minded value-led proposition for ensuring our SaaS products drive measurable outcomes and long-term recurring revenue.
The successful person will:
- Drive adoption and measurable value across enterprise SaaS accounts
- Deliver renewals and expansion revenue
- Build executive-level relationships
- Translate product capability into commercial impact
- Be the voice of the customer back into Product
Key responsibilities
Adoption & Value Realisation
- Lead onboarding and implementation support
- Define success metrics with clients (usage, productivity gains, ROI)
- Drive user activation and sustained engagement
Retention & Commercial Growth
- Own renewal forecasting and retention targets
- Identify expansion opportunities
- Partner with SaaS Sales on cross-sell strategy
- Maintain accurate CRM forecasting
Executive Stakeholder Management
- Build relationships with:
- Operations leaders
- IT & security stakeholders
- Business sponsors
- End-user champions
- Position SaaS value at both user and executive level
Product & Feedback Loop
- Capture structured feedback and prioritisation themes
- Partner with Product on roadmap validation
- Identify early risk signals and churn indicators
Operational Excellence
- Monitor usage data and adoption metrics
- Develop playbooks for adoption acceleration
- Coordinate with Support and Implementation teams
- Ensure SLA alignment and client communication
Personal attributes
- 5+ years in SaaS Client Success or Account Management
Skills
- Commercially astute
- Data-driven and analytical
- Executive communication skills
- Confident managing complex stakeholders
- Structured and process-oriented
- Comfortable working in a scale-up SaaS environment
- Proactive, not reactive
- Ownership mentality
- Outcome-focused
- Comfortable in ambiguity
- Energised by growth and transformation
Using AI in your application
We’re happy for you to use AI tools to research us, polish your cv/cover letter, and practice interviews. Please make sure everything you submit reflects your authentic skills and experience.
To keep things fair, please don’t use AI to invent or exaggerate achievements, complete assessments (unless we say it’s allowed), or to generate live interview answers.
Rewards and Benefits
We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:
- 25 days holiday, plus bank holidays(pro-rata for part time or fixed term roles)
- Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
- Life Assurance
- Private Medical Insurance
- Dental Insurance
- Health Assessments
- Cycle-to-work scheme
- Discounted gym memberships
- Referral Scheme
You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!
Equality and Diversity
The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.
If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).
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