Customer Success Manager
£45k - £70k GBP
Help make the web better for everyone
We’re a fast‑growing, profitable, self‑funded SaaS platform with 4.8★ customer love and a 4.9★ team score. Right now, we build software that helps organisations create accessible, fast, high-quality websites. Our customers include Fortune 500 Global companies, universities, local and state government agencies, and so much more.
We are hiring a Customer Success Manager (CSM) who helps customers get real value from Silktide - not just tick a few boxes, but smash their goals and love using the platform.
Where you will work
You will spend 3 days per week in our Birmingham office on Colmore Row, with the remaining days for focused work. We value time together for coaching, collaboration, and learning from one another. We also operate globally with teams in the US, Denmark, Germany, and Australia.
What you will do
Onboarding & Enablement
Run tailored onboarding sessions that equip new customers to hit the ground running.
Get hands-on with account setup to make sure everything’s in place for success.
Customer Partnership
Act as the strategic point of contact for your named accounts, helping them get the most from Silktide.
Gain a deep understanding of their business goals and challenges, and use your product knowledge to guide them towards better outcomes.
Ongoing Success & Retention
Build strong relationships and stay closely engaged so you can spot risks early and keep customers on track.
Collaborate closely with Account Managers to flag opportunities for growth, share feedback, and ensure retention stays high.
Proactive Value & Insight
Don’t wait for customers to ask — use your downtime to deliver value proactively (think: training, data insights, strategic nudges).
Take initiative to spot where a customer might need help — even if they haven’t realised it yet.
Support (but not babysitting)
You’ll answer the occasional support query via Intercom, but this isn’t a tech support role — you’re here to unblock people and keep them moving.
About you
You are a resident of Birmingham, UK (or willing to relocate) and fluent in English.
You have a passion for technology and enjoy helping customers succeed.
You excel at explaining complex concepts simply.
You have 2–3+ years of customer-facing experience (ideally in customer success or sales).
You’re proactive, comfortable reaching out to customers, and can address their needs independently.
You can lead challenging conversations, hold customers accountable, and keep them focused on their goals.
You’re confident in partnering with Account Managers to move commercial discussions forward and deliver real value.
You thrive in a fast-paced, evolving environment and communicate clearly in writing and speech.
Compensation
Base salary: £45,000 to £70,000
OTE: £56,000 to £87,500
What’s in it for you
Be part of a fast-growing company that’s doubling in size each year and making the web better for everyone.
Freedom to innovate and make a real impact on how customers experience Silktide.
Join a creative, ambitious team with 4.8★ Glassdoor ratings and a proven track record of supporting growth.
Meaningful work that helps organisations deliver accessible, compliant, and high-quality websites.
Opportunity to grow your career alongside a self-funded, profitable SaaS company with global reach.
Perks
A shiny new MacBook
20 days paid vacation plus public holidays, increasing with tenure
Private Insurance, Health, Dental and Vision, plus Wellness Allowance
Company Sponsored Pension and Enhanced Paternity or Maternity
Casual Dress Code, Flexible Schedule, Weekly Paid Lunches, and Monthly Company Outings