Customer Success Manager UK

🇩🇰In-Person - Copenhagen, Denmark1d ago

K-12 Customer Success Account Management Customer Retention Upsell Expansion Smb Customers

Role Snapshot

Customer Success Manager for Famly, a SaaS platform serving small-to-medium businesses in childcare/education. The role focuses on nurturing existing SMB customers across the UK and Nordics to maximize product value and drive retention and growth.

Key Responsibilities: Serve as primary point of contact for a portfolio of SMB accounts, building trust-based relationships and conducting data-led check-ins to manage churn risk and ensure customers achieve desired outcomes. Identify upsell and cross-sell opportunities, act as an internal product advocate for customer feedback, and collaborate with cross-functional teams to ensure smooth end-to-end customer experience.

Skills & Tools: Strong relationship-building and problem-solving abilities with proficiency in data-driven analysis and customer success best practices. Excellent communication skills, product expertise, and ability to act as a trusted advisor while maintaining alignment across sales, onboarding, and product teams.

Qualifications: Experience in customer success, account management, or similar client-facing roles, preferably in SaaS or software environments. Understanding of SMB business dynamics and demonstrated ability to drive retention and growth metrics.

Location: In-Person - Copenhagen, Denmark

Compensation: Not provided by employer. Typical compensation for this role is £35,000 – £50,000/year based on title, seniority, location (Denmark/UK), and 12-month contract duration.

Prep for this role with AI tools →

Job Description

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 maximising the value they get from Famly.

Own the Relationship: You build trust fast and meaningfully, driving value for the customer, whilst finding the commercial opportunity or risk behind the request.
Drive Upsell & Expansion: You own upsell outcomes and their contribution to Net New ARR. You identify the opportunity, make the case, and close it.
Own Retention & Growth: You are accountable for the retention and churn performance of our SMB customers. You use usage data and account health signals to find risk early, and you act on it.
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.
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.