🌟 Customer Success Manager (SMB)

Salary: £45,000 – £60,000
Location: UK – Home-based (with a co-working allowance and team meet ups)

We’re looking for a Customer Success Manager (SMB) who loves pace, autonomy, and impact. Someone who’s happiest rolling up their sleeves, getting creative with scalable success programs, and constantly looking for better ways to deliver customer value.

You’ll manage a portfolio of small to mid-size clients (our Bronze-tier), driving adoption, retention, and growth through efficient, tech-enabled engagement. You’ll work closely with our Enablement, Product, and wider CS teams to ensure every customer experiences meaningful value from day one, balancing empathy and efficiency to deliver great outcomes without compromise.

If you thrive in a dynamic environment where things move fast, decisions are made quickly, and your ideas genuinely shape how we scale, this is the place for you.

💡 What you’ll do

Manage a large portfolio of SMB customers using a data-led, scalable approach

Drive onboarding, adoption, and value through self-service and automation

Monitor customer health and engagement to identify risks and opportunities early

Champion the use of self-service tools and help centre content

Partner with Enablement and Product to improve automation, playbooks, and content

Collaborate with Sales on renewals and expansion opportunities

🧩 What you’ll bring

2–4 years’ experience in Customer Success within SaaS

Experience managing SMB or high-volume portfolios using scalable CS models

Strong understanding of customer health tracking, lifecycle automation, and value delivery frameworks

Excellent communication and organisational skills

Experience with tools like HubSpot, Intercom, or Arrows

People describe you as passionate and determined. When you see a problem you think “How can we fix this?” and act.

You’ll be comfortable working remotely, staying connected with the team, and confident you can thrive without feeling isolated

(Bonus) Contact centre or QA/performance software experience

💡 You must be based in the UK and have the permanent right to work here. We are unable to offer sponsorship

❤️ Why you’ll love working here

We move fast, support each other, and live our values: curiosity, generosity, and passion.

🏠 Home based, flexible working in the UK – plus a co-working allowance for when you fancy a change of scene
🩺 Private Health Insurance with Vitality – including mental health support and rewards
🗓️ 25 days holiday + bank holidays + your birthday off (and the option to buy more)
🏝️ Work abroad – up to 6 weeks at a time (120 days total per year)
📚 Learning & Development – lots of scope for personal growth and coaching
❤️ Volunteer Day – give back to a cause that matters to you
👶 Enhanced Family Leave, Income Protection, Group Life Insurance, Pension (5%), and home working allowance (£26/month)
🎉 Company meet-ups –  quarterly team get-togethers

👉👉Read the full job description

About evaluagent
We’re on a mission to power a people-first era for contact centres – where Employee Experience (EX) is prioritised alongside Customer Experience (CX). Our AI-powered QA and Conversation Intelligence platform helps teams move beyond reporting to improve agent performance and customer experience in real time. And we’re just getting started; our goal is to become the go-to Workforce Engagement Platform for fast-growing sales and service teams worldwide.

Equity, Diversity & Inclusion at evaluagent
We hire the best people for the job, full stop. Everyone has equal opportunities here, and we’re committed to equity too, making sure people get the support they need to succeed, whatever your background, identity, or beliefs. If you need any adjustments during the hiring process, just let us know and we’ll make it work.

Application Closing Date

This role operates on a rolling interview process, meaning we will be conducting interviews until we extend an offer. As a result, candidates may progress through the interview stages at varying paces.