✨ What you’ll be working on

Senior Customer Success Manager remote job in the UK for a B2B SaaS company. Manage accounts, retention & growth. Salary £30,000 + commission + ESOPs.

Lief is a fast-growing B2B SaaS company revolutionising the children’s homes and supported accommodation sector. Our platform empowers thousands of care workers daily by simplifying operations and improving real-world outcomes.

We are building a mission-driven global team focused on impact, reliability, and customer success.

What You’ll Be Working On

You will manage key customer accounts while helping define customer success strategy.
This is a hybrid role combining account management + strategic leadership ensuring customers adopt, retain, and expand usage of the platform.

What You’ll Do

Customer Account Management

• Own and manage a portfolio of SaaS clients
• Onboard new customers and guide setup workflows
• Build relationships with stakeholders
• Drive adoption, retention, and satisfaction
• Identify upsell and cross-sell opportunities
• Deliver product training and help materials
• Handle escalations and resolve issues quickly

Customer Success Strategy & Leadership

• Develop onboarding and adoption workflows
• Improve retention and expansion strategies
• Use data insights to improve customer outcomes
• Build customer health scoring and renewal plans
• Collaborate with Sales, Product, and Marketing
• Present customer success performance reports

Team Collaboration & Mentorship

• Mentor junior Customer Success team members
• Lead internal improvement discussions
• Share insights to improve processes and tools

Requirements

• 5+ years in Customer Success or Account Management (B2B SaaS)
• Proven record in retention, onboarding, and expansion
• Strong communication and stakeholder management
• Data-driven decision making ability
• CRM experience (Zoho or similar)
• Escalation handling experience
• Understanding of SaaS metrics (Churn, NRR, ARR, Retention)
• Based in the UK and comfortable working remotely

Good to Have

• Social care / care home sector experience
• Degree in Business, Marketing, or related field
• Salesforce or Gainsight certification
• Experience scaling customer success programs

Pay & Benefits

• £30,000 salary + Commission + ESOPs
• Fully remote work environment
• Career growth opportunities
• Mission-driven product impact
• Inclusive and flexible culture

Why Join Lief?

You’ll help improve the lives of young people and care workers while shaping customer success strategy inside a growing international SaaS company.