Product Marketing Alliance is hiring a Customer Success Manager

Product Marketing Alliance is looking for a Customer Success Manager responsible for ensuring our members achieve their goals and derive maximum value from our offerings. In this role, you will build strong relationships and work closely with sales, product, and community teams to understand and address member needs.

What You'll Do

• Guide new members through the onboarding process, ensuring they understand how to use our products and realize value quickly.
• Maintain regular, proactive communication with high-value clients to understand evolving needs, address challenges, and ensure maximum value.
• Conduct check-ins, share insights, and provide strategic recommendations to strengthen partnerships.
• Work closely with sales, product, and content teams to ensure a seamless member experience and provide feedback to improve offerings.
• Track and report on key success metrics, using data to identify trends and inform decision-making.
• Identify opportunities to expand our footprint within existing accounts by recommending additional products or services.
• Work with the Commercial Director to identify and capitalize on new commercial opportunities, including large team deals.

What We're Looking For

• Proven experience in a B2B customer success role (1-2 years depending on company type).
• Solid previous use of a CRM system (Internally we use Intercom).
• Experience engaging customers at scale.
• Highly organised, juggling several ongoing projects with accuracy and punctuality.
• Comfortable owning your own workload and confident holding other people accountable to their deadlines.
• Strong communicator, working closely with customers and colleagues.
• Team player, rallied around the same goals and helping others to achieve them.
• Adaptable to a fast-moving startup environment and last-minute changes.
• Creative problem-solver who can think on their feet, solve problems, and identify opportunities.
• Tech-savvy quick learner comfortable with various apps.

Technical Stack

• CRM: Intercom

Team & Environment

You will report to the Commercial Director and work closely with sales, product, and community teams.

Benefits & Compensation

• Compensation: £35,000 - £38,000 Base Salary (depending on experience).
• Enhanced paid holiday: 34 days including UK Bank holidays and a day off on your birthday.
• Private Medical & Dental Insurance.
• Life Insurance: (4 x salary).
• Flexible hours policy.
• Perks-at-work discounts.
• Extensive tech gear kit.
• On-demand therapy, coaching & mental fitness via Oliva.
• Heavily subsidised gym membership via Gympass.
• Cycle to work & Workplace Nursery schemes.
• Flexible benefits via the thanksBen platform (£600 annually in year 1, scaling up to £1,980+).
• Personal L&D budget (£500 annually in year 1, scaling up to £3000+).
• 1 paid day per quarter for either L&D or Volunteer activities.

Work Mode

This is a hybrid position based in the UK.

We are committed to creating a workplace that is free from discrimination and bias, and where everyone has equal opportunities to succeed and contribute.