Customer Success Manager (UK)

About Pimberly 

Pimberly builds the Product Information Management (PIM) and Digital Asset Management (DAM) platform that sits behind millions of product listings. Draper Tools, Marshalls, Aqualisa, YESSS Electrical, EVO Group, Westcoast, Graham & Brown, Regatta and JD Sports all use it to get accurate product data out to every channel they sell through. 

It is the kind of software that becomes indispensable once it is embedded, which makes Customer Success one of the most interesting jobs in the business. 

The Role 

We are looking for a Customer Success Manager to take a portfolio of those customers and own what happens to it: the relationships, the health of the accounts, the renewals and the growth.

What you will be doing 

• Getting to know your accounts properly. Not just the person who answers your emails, but the business, the pressures they are under and where they are heading next. 

• Running QBRs people actually want to attend, because they are strategic conversations rather than a review of ticket volumes. 

• Planning renewals well in advance, pushing for multi-year terms, and having the commercial conversations that go with them. 

• Spotting the capability a customer should be using but is not, building the case, and bringing in Pre-Sales when the opportunity is real. 

• Seeing a problem before the customer raises it and arriving with a plan. 

Why this role 

• Real ownership. Renewals and expansion sit with you. 

• A specialist team behind you. Technical Account Managers handle enablement and optimisation, Support handles tickets, Delivery handles implementation. You direct that resource rather than doing all of it yourself. 

• A varied customer base. Manufacturers, distributors, wholesalers and household-name brands, across construction, industrial supply, electronics, homewares and apparel. 

• A growing market and a product that is improving fast, in a team small enough that what you do is visible. 

What We’re Looking For 

• 2 or more years in Customer Success, Account Management or sales in B2B SaaS, and you can talk about your renewal and upsell numbers without looking them up. 

• Experience holding relationships with businesses turning over £7m or more, at director level and above. 

• Commercial confidence. Asking for the business does not make you uncomfortable. 

• Organised enough that you know your accounts, contacts and renewal dates. 

• Able to hold your own in a conversation about product data and integrations without pretending to be an engineer. 

PIM, DAM, eCommerce or industrial and retail sector experience is a bonus rather than a requirement. If you have run a portfolio well elsewhere, we can teach you the PIM business. 

What We Offer 

• Competitive base salary plus commission at 20% OTE. 

• 25 days holiday plus bank holidays, your birthday off, and extra days the longer you stay. 

• Enhanced pension, enhanced maternity and paternity leave, group income protection and life insurance. 

• Health plan covering dental, optical, physiotherapy and specialist consultations, plus cycle to work. 

• Real onboarding on the platform, the industry and the customer base, in a team growing fast enough that there is somewhere to grow into. 

• A central Manchester office worth coming into, and a social calendar that gets used.