Senior Customer Success Manager

Job description

If you’re an experienced customer success professional looking to build and shape a customer success function from the ground up, then Countfire could be the perfect opportunity.

We’re looking for a hands-on customer success leader to join our team. This role involves being on the frontline, working directly with customers to drive expansion and prevent churn in larger accounts, while also helping to optimise proactive customer success approaches across our smaller account base.

As this is a foundational role, you’ll roll up your sleeves to figure out what works, document processes as you go, and run experiments. You’ll work closely with our existing customer-facing team, sharing what you learn and collaborating on ways to improve customer success across the business. There’s significant potential to build and lead a customer success team as the function matures.

What kind of person are we looking for?

• 5+ years experience in a SaaS customer success role, with proven ability to reduce churn and drive expansion revenue
• A builder and self-starter who thrives in ambiguity, comfortable figuring things out, creating processes from scratch, and documenting what works
• An operator first, happy to be hands-on doing customer calls, conducting impact reviews, and managing accounts directly while simultaneously building the playbook
• A collaborative team player who enjoys sharing knowledge and working alongside colleagues to solve problems together
• Passionate about software and genuinely enjoys helping others succeed with technology
• Analytical and data-led, graphs, metrics, and usage data drive your decisions and you know how to measure what matters
• Enthusiastic, articulate, and confident communicating with professionals at all levels
• Excellent written communication skills with high attention to detail
• Highly organised, able to prioritise and execute independently in a remote team environment

What will the role involve?

• Driving expansion revenue and preventing churn in larger, strategic accounts through proactive engagement and relationship building
• Conducting customer health assessments and impact reviews to identify at-risk accounts and expansion opportunities
• Building customer success metrics, processes, and playbooks through hands-on experimentation, creating the foundation as you go
• Working with colleagues across support, training, and sales to share insights and learnings that help customers get more value
• Monitoring product usage data to identify patterns, risks, and opportunities across our customer base
• Running experiments and documenting what works, testing different approaches to onboarding, engagement, and retention
• Gathering insights from customer interactions and feeding them back to our development and sales teams
• Collaborating with sales on handoffs and ensuring smooth transitions from prospect to customer

What is expected of you?

• Act with honesty and integrity at all times
• Be entrepreneurial and resourceful, comfortable with uncertainty and capable of figuring things out as you go
• Balance strategic thinking with hands-on execution, building the plane while flying it
• Take ownership of outcomes, churn reduction and expansion revenue are your responsibility
• Document processes and learnings systematically so others can benefit from your experience
• Be a collaborative team player who shares knowledge openly and works well with colleagues across the business
• Develop strong relationships by listening to customer needs and aligning those needs with our offering
• Communicate openly with colleagues in sales, customer success, and development, we have a highly collaborative approach to how we run our company
• Thrive in a dynamic, fast-paced start-up environment

Extra information

Status

Open

Education Level

Secondary School

Location

United Kingdom

Type of Contract

Full-time jobs

Published at

08-03-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English