{"id":4185104,"url":"https://alion.io/job/interact-software-customer-success-manager","title":"Customer Success Manager","company":{"id":678927,"name":"Interact Software","domain":"interactsoftware.com","url":"https://alion.io/company/interactsoftware","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"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":["Manchester, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":100000,"currency":"GBP","period":"year","gross":null,"usd_annual":132292},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-12T18:07:14Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T18:07:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The Customer Success Manager is responsible for ensuring our mid-market customers have a meaningful understanding of our platform and find value in the Interact solution. They work throughout the customer lifecycle to identify customer goals and needs and align solutions to achieve impactful outcomes. The customer loyalty that the CSM earns across these organisations is critical to achieve exceptional customer outcomes (success stories), high customer retention, and growth for our business.Customer Lifecycle Management\nOwn the full post-sale lifecycle for a defined portfolio of Interact - Interact accounts, from onboarding and go-live through to renewal and expansion.\nDevelop and maintain tailored success plans that align platform capabilities to each customer's specific business goals and outcomes.\nLead and deliver regular Business Reviews (QBRs/EBRs) that demonstrate tangible value and progress against agreed milestones.\nManage contract renewals proactively, identifying risk early and driving timely closure. \nIdentify, qualify, and progress upsell and cross-sell opportunities to meet commercial targets. \nRelationship & Stakeholder Management\nBuild trusted, multi-threaded relationships across customer organisations, from platform champions and day-to-day contacts through to executive sponsors.\nAct as the voice of the customer internally, translating customer feedback, usage patterns, and pain points into actionable insights for Product, Support, and Leadership.\nAdoption & Value Realisation\nDrive platform adoption across your portfolio, identifying and removing barriers that prevent customers from realising full value.\nShare best practice product knowledge, and Interact benchmarks to inspire customers and accelerate engagement.\nMonitor customer health and respond proactively to risk signals, developing and executing remediation plans where needed.\nMaintain a deep understanding of the Interact product and communicate features and capabilities clearly and compellingly to customers.\nCommercial & Operational Excellence\nMaintain accurate, timely account data, renewal forecasts, and activity logs, enabling clear decision-making and forecasting.\nWork cross-functionally with internal departments to resolve customer challenges and escalations swiftly and effectively.\n\nExperience\nStrong experience in a Customer Success, Account Management, or equivalent customer-facing role within a B2B SaaS environment.\nDemonstrated track record of retaining and growing a customer portfolio, including owning renewals and driving upsell.\nExperience managing complex customer relationships involving multiple stakeholders across different seniority levels.\nExposure to employee experience, internal communications, HR technology, or digital workplace platforms is advantageous.\nKnowledge\nSolid understanding of Customer Success concepts and methodology; success planning, escalation management, expansion identification.\nStrong commercial acumen; comfortable working with ARR, NRR, and renewal metrics.\nCharacteristics\nIdentify, align, and drive action to create impactful change and achieve customer-specific business outcomes.\nMeticulously manage and re-prioritise competing demands based on value and impact to the business.\nBuild trusted relationships quickly and maintain them through consistent delivery and follow-through.\nEngage, teach, and tailor your communication to your audience, whether presenting to a platform admin or an executive team.\nAsk smart questions and listen well, for both the literal answer and the motivations, ambitions, and concerns that underpin it.\nArticulate commercial insights clearly and use them to drive adoption and identify growth opportunities.\nCommunicate in a clear, concise, and professional manner across verbal and written channels.\nTake ownership of customer issues and escalations, and assertively drive toward a 'Customer First' resolution.\nAre proactive. You identify issues and opportunities before they're raised, and bring solutions alongside problems.\nAre resilient, optimistic, and realistic, comfortable operating in a scaling, fast-moving environment.\nBenefits\nHealth and wellbeing\nHealthshield health cash plan, including employee discounts\nEmployee Assistance Programme (through Healthshield)\nGym membership (Manchester office only)\nCycle to Work scheme\nEV salary sacrifice scheme\nFinancial security\nPension through salary sacrifice: 3% employee contribution and 5% employer contribution (employer contribution calculated on salary up to £100K)\nLife insurance at 3x annual salary\nCompany sick pay of 10 days per year\nPersonal phone expenses of £50 per month (if eligible)\nReferral scheme\nTime off and flexibility\n25 days’ holiday plus bank holidays\nHoliday buy and sell scheme (up to 5 days per year)\nHybrid/remote working\nWork from anywhere for up to 2 weeks per year\nEnhanced parental leave\nCompassionate leave\nRecognition and community\nRecognition platform and programme\nCelebrating work anniversaries and birthdays\nQuarterly social events\nThursday lunch or breakfast (Manchester office)\nAbout Interact\nInteract is a leading provider of enterprise intranet software, connecting more than four million employees worldwide with some of the world's most recognised brands, including Levi's, Domino's, Teva Pharmaceuticals, and Technicolor.\nWe're a team of customer-focused problem solvers who are passionate about helping organisations communicate, connect, and engage more effectively. Continuous improvement is at the heart of everything we do, driving us to enhance our products, services, and customer experience every day.\nAs the workplace continues to evolve, Interact is embedding AI into every corner of the intranet experience, creating a powerful, intelligent, one-stop platform that helps employees find information faster, work more efficiently, and stay connected.\nWith offices in Manchester, New York, Dubai, Tulsa, Warsaw, and Manila, we support organisations across North America, EMEA, APAC, and Australia, delivering innovative solutions on a global scale.\nAt Interact, people come first. We're proud of the culture we've built: one that values collaboration, trust, and continuous learning. No matter where you are in your career, you'll be encouraged to share ideas, grow your skills, and make a meaningful impact alongside a team that genuinely cares about each other and our customers.","description_format":"text","description_chars":6385,"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":["Continuous learning","Growth opportunities","Gym membership","Life insurance","Parental leave"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Software","HR & Payroll Software","Intranet & Knowledge Management"],"lifecycle":[{"event":"open","at":"2026-11-12T18:07:14Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:2","win:early"],"computed_at":"2026-11-12T20:50:24Z"},"pay":{"stated_usd_annual":132292,"is_top_pay":true},"html_url":"https://alion.io/job/interact-software-customer-success-manager","json_url":"https://alion.io/job/interact-software-customer-success-manager.json","meta":{"generated_at":"2026-11-12T20:50:24Z","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":44061,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":678927},"rest":"https://alion.io/mcp/rest/get_company?id=678927"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finteract-software-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Finteract-software-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Finteract-software-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/interact-software-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finteract-software-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4185104}},{"tool":"search_jobs","arguments":{"company":"interactsoftware.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4185104},"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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