Customer Success Manager
The role
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.
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
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
A note for applicants
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.
Hear from colleagues, past and present, about life as a Culture Shifter.
"Flexible hours and understanding managers mean that personal commitments are respected, and it's easy to maintain a healthy boundary between work and home life. I've never felt rushed or pressured to compromise my wellbeing, which makes coming to work enjoyable every day."
"Joining Culture Shift has been a breath of fresh air. The team is fun, friendly and genuinely transparent, I've not worked anywhere this open or collaborative before."
"Because of the nature of our product, I get to work with people both internally and externally who are genuinely driven to make a difference. It is a privilege to work so closely with clients who are dedicated to providing support to those who need it most. Knowing that you are an active part of driving meaningful culture change is really rewarding."
"I have never felt more welcomed into a role and company than I have here. Culture Shift truly cares about each and every one of their employees and values collaboration and ideas no matter your role."
"Opportunities for training and professional development are excellent, and often encouraged. The company actively supports growth, offering access to courses, and structured career progression conversations. I've definitely been able to build skills that contribute to my current role."
"We were seeing trends that we were able to push up into committee structures and say - 'We know where our problems are. We know what our resourcing needs to look like.'"
"Report + Support™ has been an instrumental tool for us in terms of addressing barriers to reporting unwanted behaviours, as well as monitoring trends and collecting data insights to inform our preventative and response strategies."
