Customer Value and Retention Specialist Job at United Kingdom Full Time

Customer Success Manager – Drive Growth, Retention & Customer ValueAre you a commercially driven Customer Success professional who thrives on building strong relationships, driving retention, and unlocking growth opportunities?We’re looking for a Customer Success Manager (CSM) to take ownership of our UK DAS (Driving Advice System) customer base – leading the full post-implementation lifecycle, from renewals and contract management through to customer growth and value realisation.This is a fantastic opportunity to shape and grow a Customer Success function, working at the heart of the business and partnering with sales, product, and delivery teams to deliver measurable impact.Why This Role?Play a key role in driving recurring revenue and commercial performanceBuild and embed a scalable Customer Success functionOwn customer relationships end-to-endWork in a collaborative, cross-functional environmentBe part of a business focused on customer value, innovation, and long-term growthHow You’ll Add ValueCommercial Ownership & Contract ManagementOwn and manage the commercial lifecycle across all UK DAS customersLead renewals (Support & Maintenance) with a proactive, structured approachEnsure clear contract governance-scope, obligations, and commercial risksAct as the internal owner of contract performance and customer positioningCustomer Success & ExperienceBuild and deliver a structured Customer Success frameworkCreate and manage customer success plans and engagement modelsLead onboarding, transition to support, and ongoing lifecycle engagementRevenue Growth & ExpansionIdentify and deliver back-to-base (existing customer) sales opportunitiesEngage customers to uncover needs and position solutionsPartner closely with Sales and Account Management on upsell and cross-sell activityOwn revenue targets across renewals and customer growthData, Insights & ReportingDevelop data-driven customer success reporting (usage, adoption, risk, NPS)Use insights to prioritise engagement and inform decisionsDeliver executive-ready reporting and commercial insightCustomer Advocacy & LeadershipAct as the voice of the customer internallyCoordinate issue resolution across support and technical teamsLead customer reviews, commercial check-ins, and executive engagement What You’ll Bring to the RoleProven experience in Customer Success, Account Management, or Commercial Operations within a technology, software, or rail environmentStrong track record managing renewals, recurring revenue, and customer growthExperience building or scaling Customer Success functionsCommercially astute, with confidence in managing contracts and customer relationshipsData-driven mindset-comfortable using metrics, dashboards, and NPSExcellent stakeholder management, able to influence at both operational and executive levelsStrong communication, negotiation, and problem-solving skillsHighly organised with the ability to manage multiple customer accounts and priorities* Desirable: Understanding of the UK rail sectorWhat You’ll Get in ReturnIn return we will offer a competitive salary along with a comprehensive benefits package including a discretionary bonus, healthcare cash back scheme, private pension scheme, life assurance and income protection, as well as many initiatives to support a healthy lifestyle.This is more than a Customer Success role – it’s an opportunity to shape how customer success is delivered, influence commercial outcomes, and play a key part in a growing, customer-focused organisation. If you’re excited by the opportunity to own customer relationships, drive growth, and build something impactful, we’d love to hear from you.