Customer Success Manager

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Base salary: £45,000 to £70,000

• OTE: £56,000 to £87,500

• 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.

• 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