Customer Success Manager

Customer Lifecycle Management

• Own the full post-sale lifecycle for a defined portfolio of Interact - Interact accounts, from onboarding and go-live through to renewal and expansion.

• Develop and maintain tailored success plans that align platform capabilities to each customer's specific business goals and outcomes.

• Lead and deliver regular Business Reviews (QBRs/EBRs) that demonstrate tangible value and progress against agreed milestones.

• Manage contract renewals proactively, identifying risk early and driving timely closure. 

• Identify, qualify, and progress upsell and cross-sell opportunities to meet commercial targets. 

Relationship & Stakeholder Management

• Build trusted, multi-threaded relationships across customer organisations, from platform champions and day-to-day contacts through to executive sponsors.

• Act as the voice of the customer internally, translating customer feedback, usage patterns, and pain points into actionable insights for Product, Support, and Leadership.

Adoption & Value Realisation

• Drive platform adoption across your portfolio, identifying and removing barriers that prevent customers from realising full value.

• Share best practice product knowledge, and Interact benchmarks to inspire customers and accelerate engagement.

• Monitor customer health and respond proactively to risk signals, developing and executing remediation plans where needed.

• Maintain a deep understanding of the Interact product and communicate features and capabilities clearly and compellingly to customers.

Commercial & Operational Excellence

• Maintain accurate, timely account data, renewal forecasts, and activity logs, enabling clear decision-making and forecasting.

• Work cross-functionally with internal departments to resolve customer challenges and escalations swiftly and effectively.
  

Experience

• Strong experience in a Customer Success, Account Management, or equivalent customer-facing role within a B2B SaaS environment.

• Demonstrated track record of retaining and growing a customer portfolio, including owning renewals and driving upsell.

• Experience managing complex customer relationships involving multiple stakeholders across different seniority levels.

• Exposure to employee experience, internal communications, HR technology, or digital workplace platforms is advantageous.
  

Knowledge

• Solid understanding of Customer Success concepts and methodology; success planning, escalation management, expansion identification.

• Strong commercial acumen; comfortable working with ARR, NRR, and renewal metrics.

Characteristics

• Identify, align, and drive action to create impactful change and achieve customer-specific business outcomes.

• Meticulously manage and re-prioritise competing demands based on value and impact to the business.

• Build trusted relationships quickly and maintain them through consistent delivery and follow-through.

• Engage, teach, and tailor your communication to your audience, whether presenting to a platform admin or an executive team.

• Ask smart questions and listen well, for both the literal answer and the motivations, ambitions, and concerns that underpin it.

• Articulate commercial insights clearly and use them to drive adoption and identify growth opportunities.

• Communicate in a clear, concise, and professional manner across verbal and written channels.

• Take ownership of customer issues and escalations, and assertively drive toward a 'Customer First' resolution.

• Are proactive. You identify issues and opportunities before they're raised, and bring solutions alongside problems.

• Are resilient, optimistic, and realistic, comfortable operating in a scaling, fast-moving environment.

Benefits

Health and wellbeing

• Healthshield health cash plan, including employee discounts
• Employee Assistance Programme (through Healthshield)
• Gym membership (Manchester office only)
• Cycle to Work scheme
• EV salary sacrifice scheme

Financial security

• Pension through salary sacrifice: 3% employee contribution and 5% employer contribution (employer contribution calculated on salary up to £100K)
• Life insurance at 3x annual salary
• Company sick pay of 10 days per year
• Personal phone expenses of £50 per month (if eligible)
• Referral scheme

Time off and flexibility

• 25 days’ holiday plus bank holidays
• Holiday buy and sell scheme (up to 5 days per year)
• Hybrid/remote working
• Work from anywhere for up to 2 weeks per year
• Enhanced parental leave
• Compassionate leave

Recognition and community

• Recognition platform and programme
• Celebrating work anniversaries and birthdays
• Quarterly social events
• Thursday lunch or breakfast (Manchester office)
  

About Interact

Interact is a leading provider of enterprise intranet software, connecting more than four million employees worldwide with some of the world's most recognised brands, including Levi's, Domino's, Teva Pharmaceuticals, and Technicolor.

We're a team of customer-focused problem solvers who are passionate about helping organisations communicate, connect, and engage more effectively. Continuous improvement is at the heart of everything we do, driving us to enhance our products, services, and customer experience every day.

As the workplace continues to evolve, Interact is embedding AI into every corner of the intranet experience, creating a powerful, intelligent, one-stop platform that helps employees find information faster, work more efficiently, and stay connected.

With offices in Manchester, New York, Dubai, Tulsa, Warsaw, and Manila, we support organisations across North America, EMEA, APAC, and Australia, delivering innovative solutions on a global scale.

At Interact, people come first. We're proud of the culture we've built: one that values collaboration, trust, and continuous learning. No matter where you are in your career, you'll be encouraged to share ideas, grow your skills, and make a meaningful impact alongside a team that genuinely cares about each other and our customers.

Why join Interact?

Join a global team of customer-focused problem solvers who are passionate about helping organisations communicate, connect and engage more effectively.

At Interact, people come first. We’ve created a collaborative and supportive culture where you’ll be trusted to share ideas, take ownership of your work and make a meaningful impact.

You’ll work alongside curious, talented people who care about our customers and one another. Whether you’re starting your career or bringing years of experience, you’ll have opportunities to learn, develop your skills and grow with us.

With teams across the UK, US, Poland, the Philippines and beyond, we combine global ambition with a genuine sense of connection. Our people are our greatest asset—and we’d love you to be part of what comes next.