{"id":3500817,"url":"https://alion.io/job/centellic-customer-success-manager","title":"Customer Success Manager","company":{"id":678611,"name":"Centellic","domain":"centellic.com","url":"https://alion.io/company/centellic","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0.333,"time_to_fill_p50_days":13,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":98000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T03:26:14Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-04T00:18:10Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"The Customer Success Manager (CSM) is responsible for managing a portfolio of Lexology PRO and SPG customers, ensuring they realise value from their investment and achieve their business objectives. The role is accountable for driving customer retention, product adoption, engagement, and overall customer satisfaction throughout the customer lifecycle.\n\nWorking closely with customers, the CSM develops trusted relationships, delivers proactive success planning, identifies risks and opportunities, and helps customers maximise the value of the platform. Success is measured through customer outcomes, Gross Revenue Retention (GRR), engagement levels, renewal performance, and the identification of expansion opportunities.\n\nThe CSM team leverages ChurnZero as the primary customer success platform to manage customer journeys, monitor customer health, drive engagement, and support data-driven decision making. The role collaborates closely with Sales, Product, Marketing, Support, and Retention teams to ensure customer needs are understood, issues are resolved efficiently, and customers receive a consistent and high-quality experience.\n\nAs part of the Customer Excellence organisation, the CSM contributes to the continuous improvement of customer success processes, best practices, and scalable engagement programmes that support customer growth and long-term retention.\nKey Responsibilities\nManage customer onboarding, success plans and engagement across an allocated portfolio.\nBuild relationships with users, decision-makers and commercial stakeholders.\nMonitor usage, engagement and customer health, acting early to mitigate risk.\nDeliver customer reviews, training and tailored initiatives that increase adoption and value.\nDeliver digital-first and one-to-many engagement programmes, complemented by personal outreach. \nCollaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience.\n Maintain accurate account records and contribute to team knowledge sharing and improvement.\n\nSkills Knowledge and Expertise\nExperience in a customer-facing B2B role; Customer Success or account management experience is advantageous.\nStrong communication, relationship-building and organisational skills.\nExperience delivering digital-first customer engagement, such as automated journeys, webinars and campaigns.\nA proactive, customer-focused and commercially aware approach.\nConfidence using data and customer insight to prioritise actions and improve outcomes.\nKnowledge from working with Customer Success Platforms, such as ChurnZero, Gainsight or Planhat.\nExperience in subscription services, intelligence, data, research or professional services is helpful but not essential.\n\nSuccess Measures\n\nGross Revenue Retention (GRR)\nRenewal rates and churn reduction\nProduct adoption and utilisation\nCustomer engagement and health score improvements\nCustomer Satisfaction (CSAT)\nPercentage of customers enrolled in digital journeys and automated engagement programmes\n\nAbout Centellic\nCentellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.\n\nThrough proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.\nAt Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.\n Why Centellic?\nAt Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.\nThose who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.\nCentellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.\nBenefits\nOur people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:\n\nStart of employment:\nEye care\nEmployee Assistance Programme\nA day off for your birthday\nAfter 3 months employment:\nPension (4% employer contribution and 4% employee contribution)\nAfter 4 months employment:\nLife assurance\nAfter probation:\nCycle to work scheme\nSeason ticket loan\n£350 annual wellbeing allowance to contribute to gym memberships or fitness classes\nPuregym access\nPerks at work platform access\nAfter 1 year service:\nPrivate healthcare\nAdditional Perks:\nCompany socials \nAccess to Employee Affinity Networks \nMentoring scheme \nVolunteering Day \nMortgage Advice\nWork from anywhere (2 weeks)\nGenerous parental leave\nWe are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.\n‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’","description_format":"text","description_chars":6185,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Gym membership","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","Market Research"],"lifecycle":[{"event":"open","at":"2026-10-30T03:26:14Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.799,"p_room":0.945,"age_days":5,"expected_fill_days":13,"reasons":["conf:1","win:mid"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/centellic-customer-success-manager","json_url":"https://alion.io/job/centellic-customer-success-manager.json","meta":{"generated_at":"2026-11-04T02:51:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4406,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678611},"rest":"https://alion.io/mcp/rest/get_company?id=678611"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcentellic-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcentellic-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcentellic-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/centellic-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcentellic-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3500817}},{"tool":"search_jobs","arguments":{"company":"centellic.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3500817},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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