Job Description

Role specifics

• Salary range: up to £65k
• Reporting to: Customer Success Manager & Team Lead
• Key stakeholders: Professional Services, Solution Consultants, Support, Tech and Product teams
• Organisational Framework Level: 3 – Professional Specialist

About you/ Job Summary

As a Customer Success Manager, you will be the trusted partner for our customers, ensuring their experience with Clue is not only positive but transformative. By building lasting relationships with stakeholders at all levels, you will guide organisations on a journey to unlock the full enterprise-wide value of Clue - helping them embed its use across teams, functions, and workflows. Your role is pivotal in driving adoption, surfacing strategic opportunities, and enabling customers to realise measurable impact from their investment in Clue.

You will work closely with customers to ensure they are confident in using our product, thereby maximising its value and impact for their organisation. Additionally, you will create and execute customer success plans that focus on customers’ long-term goals and strategic outcomes and help shape and improve internal processes to ensure the best possible customer journey for your customers.

The ideal Customer Success Manager sits at the intersection of three core strengths: domain expertise, proven SaaS Customer Success experience, and the mindset of a trusted advisor. You not only understand the industry landscape but also bring a track record of driving customer outcomes through proactive engagement and strategic guidance. You are naturally curious, solution-oriented, and relentless in removing barriers to success - someone who gets things done while building lasting, value-driven relationships.

What do we mean by domain expertise? Our highly configurable platform is built to support a wide range of investigative, and intelligence use cases across sectors. Candidates with experience in investigations, intelligence management, or related fields -whether in the public sector (e.g., law enforcement, intelligence, regulatory bodies) or private sector (e.g., corporate investigations, compliance, risk) will be well-positioned to guide customers in applying the system effectively. This background helps build trust with users, fosters a deeper understanding of their operational needs, and enables more tailored, proactive support. Ultimately, it helps ensure customers continue to realise meaningful, recurring impact from our platform over time.

Key Accountabilities

Customer Relationships: Build strategic, trusted-advisor relationships across key customer stakeholders, understanding their objectives, challenges and measures of success to drive long-term value.

Customer Health: Monitor customer health using engagement, adoption, support, and commercial indicators. Proactively identify risks and opportunities and work cross-functionally to improve customer outcomes

Renewals: Lead renewal strategies across your customer portfolio, delivering strong retention outcomes while identifying opportunities to expand customer value through additional products, services, and use cases.

Risk Mitigation: Proactively identify commercial, operational, and engagement risks that may impact customer retention. Develop and execute recovery plans in partnership with cross-functional teams to improve customer outcomes and reduce churn risk.

Product Knowledge: Applying strong product knowledge to support customers throughout their Clue journey, driving faster adoption and greater value realisation

Enterprise and Strategic Account Plans: Work collaboratively with the BD, Sales, Solutions Consultancy and Professional Services teams to support long term growth and success opportunities

Identify Expansion Opportunities: Identify opportunities for growth and expansion with your customer accounts and follow the process to capture them in Salesforce so they can be tracked and triaged in pre-pipeline.

Community: Champion the one-to-many benefits the community enables. Participate in customer communities online, and in person to share industry best practice and Clue usage approaches.

Customer Advocacy: Within your portfolio of customers, identify Clue advocates and foster a culture of networking and collaboration. Work with the Marketing team to identify case studies, testimonials and opportunities to demonstrate impact.

Internal Relationships: Build and maintain internal relationships across functions to ensure the best possible customer experience and be the voice of the customer internally.

Knowledge Sharing: Share knowledge and lessons learned across teams and participate in creating content and industry news with the whole business.

Continuous Improvement: Contribute to the continuous improvement of the customer success playbook, collateral and processes using tools to enhance efficiency and effectiveness.

Customer voice: Act as the primary advocate for customers internally, communicating customer insights, challenges and opportunities to influence product strategy, service improvements, and business decisions.

Data Management: Ensure all systems and data are updated to provide an accurate history and current health for your customers.

Key role measures

• Net Revenue Retention (NRR): Track and enhance net revenue retention from existing customers.
• Gross Revenue Retention (GRR): Monitor and increase gross revenue retention.
• Customer Satisfaction: Using our health assessment tool, built around 5 pillars (connection, engagement, financial, measurable and product) to measure and improve customer health.
• Product utilisation (RAG): Track and improve product adoption.
• Expansion: Identify and co-ordinate expansion opportunities for ARR and Services Revenue growth.
• Customer advocacy: encourage community engagement and advocacy.
• Continuous Improvement: Strive for process improvements and adoption of best practices within the Customer Success function.

Experience and skills

Our ideal candidate would have experience in the following areas:

• A strong track record as a CSM working with a range of customers within a B2B SaaS environment.
• Demonstrated success managing a portfolio of customers and driving retention, adoption, customer satisfaction and commercial growth.
• Experience of working with public sector customers would be advantageous.
• Experience working within a high-growth or scale-up SaaS environment, where processes continue to evolve and mature.
• Demonstrable experience of being able to develop and maintain deep product knowledge in order to build value for our customers.
• Skilled in managing contract renewals and confident in having commercial conversations to ensure the best deal for Clue and the customer.
• Solid experience delivering customer-facing presentations, training sessions, and demos, with a willingness to host community activities (online and in-person).
• Excellent communication skills, with an ability to position updates & decisions to a non-technical (and technical) audience using Microsoft products such as PowerPoint.
• Broad knowledge of enterprise IT systems and application components, ideally in cloud-based environments.
• Results-focused and customer-obsessed, wants to deliver to high customer satisfaction.
• Strong problem-solving skills with the ability to take ownership, navigate ambiguity and drive issues through to resolution.
• Able to work independently and manage a variety of tasks simultaneously.
• Diversity, Equity and Inclusion
• If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway and tell us more about yourself. You may be just the right candidate for this or other roles.
• We believe that seeing the world from all sorts of angles makes life better for all. We want you to know that the things that make you an individual, like your identity, age, ethnicity, religion, ability and background, are things that we choose to celebrate and support.
• We are a scale-up company, and as we continue to grow, we are passionate that having a diverse, inclusive and authentic workplace will remain at our core. We are creating an inclusive environment where our people can thrive.
• Our values are aligned and at the heart of everything we do. We are respectful, united, rigorous, relentless and ethical.