Customer Success Manager

Please note: We are a hybrid working company and this role will require to attend Richmond (TW9) based office once or twice a week depending on business needs.

About Us

Launched in July 2020, Kerv is a next-generation ‘Customer-first, cloud-first’ provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period of transformation and growth following the merger of five highly successful organisations.

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, cloud omnichannel solutions to help our customers deliver industry-leading customer experience.

About the Team

The Kerv Customer Success team partners closely with our customers to ensure they achieve their desired business outcomes and realise ongoing value from our services. As the primary point of contact throughout the customer journey, we take ownership of customer health, satisfaction, and success, delivering service excellence at every touchpoint.

We are a fast‑growing, collaborative team operating in a dynamic environment, united by a customer‑first mindset and a shared commitment to driving positive outcomes, strong relationships, and measurable ROI.

Your part to play

• Own and manage a defined portfolio of customer accounts, acting as the primary point of relationship ownership.
• Drive customer retention and ensure renewals are completed accurately and on time.
• Develop, maintain, and execute customer success plans, identifying and delivering opportunities for account growth and expansion.
• Take ownership of customer health metrics and Net Promoter Score (NPS), actively driving customer feedback towards positive outcomes through proactive engagement and issue resolution.
• Serve as the customer advocate, ensuring timely, effective resolution of customer questions, issues, and requests.
• Represent the voice of the customer internally, sharing insights and proactively highlighting risks and opportunities to the wider business.
• Act as the escalation point for unresolved issues, coordinating internal teams to achieve prompt resolution.
• Produce regular customer reporting, lead business reviews where applicable, and proactively monitor renewal risks, customer satisfaction levels, and training requirements.
• Collaborate closely with Marketing to ensure relevant and timely content is communicated to customers.
• Manage customer-related administrative tasks in partnership with Sales Support and other internal stakeholders.

All about You

• At the beginning or in the early stages of a career in Customer Success.
• Experience in a SaaS or CCaaS environment is advantageous but not essential.
• Customer‑centric, with strong communication and relationship‑building skills.
• Enthusiastic, positive, and brings a proactive, can‑do attitude.
• Self‑motivated, forward‑thinking, and methodical in your approach.
• Strong critical‑thinking and problem‑solving skills; comfortable working in fast‑paced, ambiguous environments.
• Able to collaborate effectively across teams to deliver an excellent customer experience.
• Open to travel and engaging directly with customers and events when required.

You will live the Kerv values…

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.