Customer Success Manager

Job Description

At Claimlane, we're hiring a Customer Success Manager to make every customer in their book successful with Claimlane so they stay and grow.

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About Claimlane

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Claimlane is a rapidly growing B2B SaaS scale-up. We fix complex warranty claims and returns processes for top retailers and brands like Swoon, Black Diamond, and Tonies.

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We're looking for A-players who want to make a difference and grow with the business. We value a strong positive attitude, a high sense of ownership, and long-term thinking. Attitude beats talent.

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We want to build a billion-dollar business, and part of that is building a team with billion-dollar potential.

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The Role

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You are the person a customer can count on to get the most value possible out of Claimlane. From the day an account goes live, you own understanding what success looks like for that customer, proving Claimlane delivers it, and making sure they feel it in every interaction.

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You move fast: you take over communication for your book within your first weeks, and you're managing it independently soon after. Genuine customer success shows up in high retention and in accounts that keep growing with Claimlane, getting more value out of the product over time.

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You work closely with the Implementation Specialist, who owns technical implementation and configuration work, while you own the relationship end to end, staying close to the customer's goals and making sure Claimlane keeps meeting them. You also partner directly with the product team, feeding back the recurring gaps and requests you hear from customers.

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This is a mid-level, individual-contributor role. You need real experience building genuine customer relationships and managing a book of business independently, and you're ready to take full ownership from day one.

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Key Responsibilities

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• Understand what value means to every customer in your book, and make sure they realize it.
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• Own the full relationship for a book of UK customer accounts, keeping every one of them happy and growing with Claimlane.
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• Run structured check-ins and QBRs independently, including with senior stakeholders.
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• Spot churn and downgrade risk early, and act on it before it escalates.
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• Grow your book of business through upsell, cross-sell, and seat growth opportunities.
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• Track the health of every account in your book, assigning a status and risk level to each.
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• Translate customer feedback into clear, actionable summaries for the product team.
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Requirements

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• Strong commercial instincts, comfortable owning upsell and cross-sell conversations and negotiating commercial terms.
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• Track record of hitting or exceeding gross retention and net revenue retention targets.
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• Skilled at building genuine relationships with customers and understanding what value means to them.
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• Confident running structured check-ins and QBRs with stakeholders at multiple levels, including senior decision-makers.
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• Sharp at spotting early churn risk and acting on it before it escalates.
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• Comfortable managing a full book of accounts independently, prioritizing time across many relationships at once.
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• Strong written and verbal communicator, able to translate customer feedback into clear, actionable summaries.
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• Structured and organized, with a habit of documenting and following up so nothing falls through the cracks.
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• Deep understanding of the UK commercial and retail market.
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Bonus Points If You Have Experience With

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• A B2B SaaS or software scale-up environment.
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• Retail, e-commerce, or returns and claims management.
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• Running commercial upsell or expansion negotiations with enterprise or mid-market accounts.
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• Customer success or account management tooling, such as a CRM or CS platform.
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Location and Compensation

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This role is based in our London office, and this is an in-office role. We have a strong in-office culture and value the energy of being together to build, with flexibility to shape your workday around your lifestyle.

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Our compensation package is competitive, and we offer an attractive warrants and stock option program.

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If you're a commercially sharp, ambitious person who wants full ownership of a book of accounts, Claimlane will be the right vehicle for you, and we'd love to welcome you. Don't waste time, apply now!

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Hiring Process

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1. Intro Call: A 15 to 30 minute conversation to see if we click.
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2. Case Interview: A 1 to 2 hour session working through a case.
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3. Culture Interview: A 1 to 2 hour deep dive into values, mindset, and team fit.
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4. Team Meetup: A 30 minute chance to say hi to the team.
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5. References: A final check before we make things official.
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Apply on LinkedIn or send your resume to [email protected]. We review candidates on an ongoing basis. Sending a 60 second video introducing yourself will move you to the top of the stack, though it's not required.