Customer Success Manager

Description:

Social Value Portal is hiring a Customer Success Manager to lead our dynamic team and drive social value for UK communities. Enjoy a lucrative commission incentive, flexible hybrid working from London or Manchester, 25 days holiday + your birthday off (increasing after 3 years), an annual learning budget, extended parental leave, and more! Check out the full range of unique perks below.

About Us: Social Value Portal is on a mission to deliver £100bn in social value, helping people, places, and the planet thrive. As the market leader in social value measurement and reporting, we’ve unlocked over £24bn through our innovative online tools. Join our ethically entrepreneurial team and be part of a business that truly values accountability, collaboration, community, and transformation.

Role Overview: As a Customer Success Manager, you will play a crucial role in ensuring our customers achieve their social value goals. Leading a team of three executives, you will engage with our clients to maximise their investment in our solutions. This is a hands-on player-coach role, ideal for someone who thrives in a fast-paced, target-driven environment.

What we Offer:

Flexibility: Flexible working hours, hybrid office days, and remote work options.

Generous Time Off: 25 days annual leave, UK bank holidays, your birthday off, and increases after three years.

Health and Wellbeing: Private medical insurance from day one and a 24/7 Employee Assistance Programme.

Professional Growth: £400 annual learning budget and career advancement opportunities.

Unique Perks: Cycle to work and electric vehicle schemes, 6 paid volunteering days, and an ethically invested pension scheme.

Family-Friendly Policies: Enhanced parental leave with 6 months fully paid maternity and 1 month fully paid paternity leave, plus flexible return-to-work options.

Security: Life assurance at 4x your salary.

Making a Difference: Join a company where your work has real social impact and contributes to community development.

Key Responsibilities for the Customer Success Manager:

Team Management: Provide mentorship, manage workloads, and ensure visibility on team priorities and targets.

Customer Engagement: Partner with clients to set and achieve their social value pledges, driving utilisation and demonstrating ROI.

Project Oversight: Manage project pipelines and ensure timely delivery of client success plans.

Internal Collaboration: Work closely with Strategic Account Managers and other internal teams to advocate for customer needs and improve service delivery.

Performance Monitoring: Track health metrics, monitor KPIs, and proactively address any risks to ensure customer satisfaction and retention.

Hours of Work: Monday to Friday 37.5 hour permanent opportunity, Enjoy a hybrid working model with minimum 2day in the office per week London (SE1 7TY) or Manchester (M2 1DH) office

What We’re Looking For:

Proven team management experience in a customer-facing role, ideally within a SaaS or B2B Solutions Driven environment.

Strong understanding of customer success principles and experience with CRM software (Salesforce preferred).

Excellent communication and presentation skills with a customer-centric approach.

Analytical mindset with a focus on continuous improvement and problem-solving.

Alignment with our values and a passion for social value and community impact.

EDI & Belonging: We are committed to creating an inclusive and representative team. We welcome applications from all backgrounds, including those living with disabilities and those with prior convictions. Our Inclusion Committee and trained Mental Health First Responders are dedicated to fostering a supportive and diverse workplace.

Ready to make a real difference? Click to Apply and join us as our Customer Success Manager at Social Value Portal in driving social value for a better world