Customer Success Manager - #2079144

We’re looking for an enthusiastic, relationship-focused Customer Success Manager to help deliver value and build lasting partnerships across a portfolio of clients in the public, private and non-profit sectors. This is a hands-on, people-first role for someone who enjoys connecting with customers and helping them get the most from our platform.

As a CSM at Culture Shift, you’ll be at the heart of our partner relationships — making sure every organisation we work with feels supported, sees the value of our platform, and keeps coming back. Customer Success matters deeply to us; your work will directly contribute to strong retention and a great partner experience.

You’ll build trusted relationships, help partners achieve real-world outcomes, and grow in a fast-paced scale-up environment. This is a great opportunity for someone ready to step up, take ownership of a portfolio, and develop their career in Customer Success.

The Essentials:

• Location: Manchester City Centre (Hybrid: 3 days in the office)
• Reporting to: Head of Success
• Contract: Full time, permanent
• Seniority level: Mid-level
• Job function: Customer Success
• Salary band: £40-50K DOE

What you'll be responsible for:

• Managing the full customer lifecycle from onboarding to renewal, ensuring every partner has a clear, documented path to success.
• Building and maintaining strong partnerships across a network of key stakeholders, ensuring Report + Support is deeply embedded within their organisational strategy.
• Supporting the commercial health of your portfolio. You’ll work closely with the Head of Success on renewals, flag opportunities for upgrades, and help reduce churn through consistent value demonstration, including awareness of Training Academy modules.
• Actively contributing to and growing our Online Community Network. You’ll help facilitate our virtual and in-person Community of Practice sessions, creating a space where partners can share best practices and learn from one another.
• Going beyond basic usage data to help partners understand the impact of our platform. You’ll help interpret reporting trends and share insights that demonstrate the value of their partnership with Culture Shift.
• Serving as a vital link between our partners and our internal teams. You’ll translate partner pain points into structured feedback for our Product and Dev teams to help shape our future roadmap.
• Spotting where things could work better and flagging them to the team. As we grow, you’ll have the opportunity to contribute ideas and help us improve the way we work.
• Working closely with Marketing to turn partner successes into powerful case studies and testimonials that showcase the real-world impact of Culture Shift.
• Staying ahead of partner needs with live Account Plans and quarterly actions, while also providing high-quality support via our helpdesk when needed.

What we're looking for:

• Manchester or North West based.
• 2+ years in a customer-facing role (CSM, Client Manager, or similar), ideally within a B2B SaaS environment.
• Comfortable owning revenue targets and navigating negotiations for renewals and upgrades.
• An interest in how things work and how they could work better - you’re organised, proactive, and enjoy contributing to a team that’s building something.
• A natural at building trust and managing multiple stakeholders across different sectors.
• Ability to look at data and tell a story about impact, not just activity.
• Confident using CRM systems (e.g. HubSpot), project management tools (e.g. Monday.com/Confluence) and AI tools to manage your workflow.
• Highly creative, proactive, and comfortable working independently in a fast-paced environment.
• Experience in SaaS, tech, HR, DEI, or wellbeing-focused organisations is a significant advantage.

We are looking for a "curiosity-led" CSM - someone who doesn't just answer questions but asks them. If you are someone who loves to uncover hidden risks, find untapped opportunities, and truly partner with organisations to create safer work cultures, we’d love to hear from you.