Customer Success Manager

Coherent is a software company with a passion for making things work faster, simpler, and smarter. They are seeking a Customer Success Manager to own a portfolio of 25–30 Commercial and SME accounts, driving adoption and protecting revenue while connecting customers with internal teams.

Responsibilities:

• Own the full post-sale journey for your portfolio - from onboarding and adoption through to renewal and expansion
• Drive platform adoption by engaging customers on the features and workflows that matter most to their business outcomes
• Lead regular business reviews and build tailored success plans that align customer goals with Coherent's capabilities
• Own renewals end-to-end, starting conversations 6+ months ahead of contract end to protect and grow ARR
• Identify expansion opportunities and partner with Sales to qualify and close them
• Act as the primary escalation point for critical issues, coordinating with Support and advocating internally on customers' behalf
• Build strong relationships with executive stakeholders and develop customer advocates for case studies and referrals
• Use health scores, usage data, and commercial signals to prioritise your time across the portfolio

Requirements:

• 4–6 years in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS
• Track record of managing a high-volume portfolio of SME or commercial accounts, including owning renewals
• Experience in insurance or financial services, combined with experience selling or supporting enterprise software
• Commercially minded with a strong grasp of SaaS metrics (ARR, NRR, churn, expansion)
• Excellent communicator, confident presenting to customers and internal leadership
• Data-driven and highly organised - comfortable working across CRM, usage analytics, and health dashboards to prioritise effectively
• Experience with CS platforms such as Gainsight or ChurnZero
• Advanced Excel skills - comfortable getting into a customer's workbook to debug formulas and diagnose issues