Customer Success Manager

London

Salary Range:£35,000 basic per annum + Bonuses

Location:London, UK (Hybrid Role | 3 Days in the office)

Type: Full-Time

About the Business:

POLARIS is a leading marketing agency specialising in SEO campaigns and consultancy, guiding organisations to increase their market share, online. Based in London, we work with global businesses such as Dune London, Sodexo, Thomson Reuters, and Mars, delivering expert SEO strategies that drive measurable results.

Due to continued growth, we are seeking a motivated Customer Success Manager to join our team. This role focuses on nurturing and growing existing customer relationships, identifying growth opportunities, driving revenue growth through exceptional account management, and ensuring the seamless delivery of successful campaigns.

Customer Success Manager - About the Role:

Are you passionate about building strong customer relationships and driving measurable success? As a Customer Success Manager at POLARIS, you’ll play a pivotal role in nurturing prospects and converting them into loyal customers. You’ll manage a portfolio of existing customer accounts, ensuring they achieve success with their campaigns and see a measurable return on investment.

This is a consultative role, perfect for someone who enjoys strategic thinking, problem-solving, and delivering impactful digital marketing solutions. You'll be the go-to person for your customers, guiding them through their SEO journey and ensuring they stay engaged and invested in our services.

Customer Success Manager - Key Responsibilities

Manage a portfolio of customer accounts, ensuring successful campaign delivery and high customer satisfaction every month.
Build and maintain strong customer relationships, delivering exceptional account management.
Identify upselling and cross selling opportunities by understanding customer needs and business goals.
Use the company project management tool, Zoho Projects, to keep customer projects updated with scope, and report on progress both internally and externally
Deliver quarterly business reviews (QBRs) with performance insights and growth recommendations.
Support the creation of crafting professional pitch decks using PowerPoint, SEMrush, and Google Analytics.
Collaborate with marketing to produce engaging webinars for prospects and customers.
Organise and track customer deliverables using CRM and project management tools.

About You:

At least 1 year experience in a customer success or account management role
Experience in a digital agency or saas business (desirable)
Excels in building genuine, engaging relationships with customers and prospects.
Highly organised, detail-oriented, and ensures deadlines are met.
Has a good understanding of digital marketing (knowledge of SEO is desirable but not essential).
Unapologetically ambitious, self-motivated, and eager to contribute ideas that drive results.
Experience using CRM tools and managing projects with clear timelines and deliverables.
A consultative approach to sales, focusing on adding value rather than hard selling.

What We Offer:

£35,000 + commission.
25 days holiday.
Birthday Off.
Loyalty holidays - complete 2 or more years of service at POLARIS ad accrue 1 day extra per anniversary (up to 6 days).
Quarterly performance bonus.
Christmas and New Year staggered hours
Company events and social every month and quarter.
Inclusion in annual profit share.
Last Friday of every month early finish.
A collaborative and supportive team environment.
Opportunities for professional development and career growth.
Flexible working arrangements (hybrid office/remote model).
2 x 30 minute "me time" breaks, you can take for a late start, extended lunch, or early finish each week with approval from line manager (for workouts, walks, or family lunches)
Company Pension

Reporting to: Managing Director

Join POLARIS and become part of a team dedicated to helping businesses succeed through expert SEO and Digital Marketing strategies. If you’re ready to make an impact, build lasting customer relationships, and thrive in a role where your account management and business development skills will shine, we’d love to hear from you!