Customer Success Manager UK

What you’ll be doing 🛠️ As a trusted advisor, your mission is to ensure our SMB customers - from single sites to growing small groups - are maximising the value they get from Famly. Own the Relationship: You build trust fast and meaningfully, driving value for the customer, whilst finding the commercial opportunity or risk behind the request. Drive Upsell & Expansion: You own upsell outcomes and their contribution to Net New ARR. You identify the opportunity, make the case, and close it. Own Retention & Growth: You are accountable for the retention and churn performance of our SMB customers. You use usage data and account health signals to find risk early, and you act on it. Be a Product Expert: Educate clients on Famly’s features and tools, acting on feedback to suggest proactive solutions that meet their goals and lead to maximum value and adoption. Act as an Internal Advocate: Gather customer insights and serve as the voice of the customer internally, tracking feedback to drive continuous improvement in our products and service delivery. Collaborate Seamlessly: Work closely with our Onboarding, Sales, Advisory, and Product teams to ensure a smooth, end-to-end customer experience.