Customer Success Manager UK

Are you a Relationship Builder and a Problem Solver who thrives on helping small businesses succeed? Do you get a buzz from turning happy customers into long-term partners? Famly is looking for a proactive, data-driven Customer Success Manager to nurture and grow our existing Small-to-Medium Business (SMB) customers across the UK and Nordics.

This role is a fixed term contract for approximately 12 months, with the possibility of permanent employment.
We will be holding interviews on an ongoing basis, and hope to have our newest team member join us in June/July!

What you’ll be doing 🛠️

As a trusted advisor , your mission is to ensure our SMB customers—from single sites to growing small groups—are maximizing the value they get from Famly.

• Own the Relationship: Serve as the primary point of contact for your portfolio of accounts, building meaningful, trust-based relationships with key decision-makers and stakeholders.

• Drive Retention & Growth: Proactively manage churn risk by analyzing client usage patterns, conducting regular, data-led check-ins, and facilitating account reviews to ensure customers are achieving their desired outcomes.

• Be a Product Expert: Educate clients on Famly’s features and tools, acting on feedback to suggest proactive solutions that meet their goals and lead to maximum value and adoption.

• Expand our Footprint: Identify opportunities to upsell and cross-sell relevant features and services , partnering with our Sales team to contribute to Net New ARR growth.

• Act as an Internal Advocate: Gather customer insights and serve as the voice of the customer internally, tracking feedback to drive continuous improvement in our products and service delivery.

• Collaborate Seamlessly: Work closely with our Onboarding, Sales, Advisory, and Product teams to ensure a smooth, end-to-end customer experience , particularly through the crucial first year of using Famly.