Customer Success Manager UK

About the role

Famly is seeking a proactive Customer Success Manager to nurture and grow its Small‑to‑Medium Business (SMB) customers across the UK and Nordics. You will act as a trusted advisor, ensuring clients derive maximum value from the platform and develop into long‑term partners.

Key responsibilities

• Serve as the primary point of contact for a portfolio of SMB accounts, building trust‑based relationships with key decision‑makers.
• Monitor usage data, conduct regular check‑ins, and manage churn risk to drive retention and growth.
• Educate customers on Famly’s features, gather feedback, and propose solutions that increase adoption.
• Identify upsell and cross‑sell opportunities and collaborate with the Sales team to contribute to ARR growth.
• Advocate for customers internally by sharing insights that inform product and service improvements.
• Work closely with Onboarding, Advisory, and Product teams to ensure a seamless customer experience, especially during the first year.

Required profile

• Strong analytical mindset with the ability to use data to guide account strategies.
• Excellent communication and interpersonal skills to engage stakeholders at all levels.
• Proactive, empathetic approach to solving client challenges.
• Comfort with fast‑paced, dynamic environments and a willingness to experiment with AI tools.

Required skills

• CRM proficiency

What we offer

• Opportunity to directly impact ARR growth, retention, and upsell revenue.
• Access to AI tools like Claude and weekly AI Lab sessions.
• Collaborative, cross‑functional team environment.