Customer Success Manager UK

🇩🇰In-Person - Copenhagen, Denmark21h ago

K-12 Customer Success Account Management Smb Support Relationship Management Customer Retention

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.

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Job Description

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.

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: 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 analysing 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.