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B2B Customer Success Manager

London, UK

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Permanent contract. Location: London Bridge and remote

About Resolver

As the UK’s most trusted free complaints website, Resolver works hard to champion better outcomes for everyone with fast, jargon-free issue resolution. We work across the consumer marketplace, providing advice and tooling to businesses, regulators, governments and their customers.

Resolver has B2B bespoke and SaaS software solutions, including an Online Dispute Resolution (ODR) product for the ADR, Legal and Courts and Tribunals markets.

People are at the heart of our business and our employees are no exception. Everyone at Resolver is unique and we foster a collaborative open culture, where you can bring the very best of yourself to work each day.


The role

We are looking for an experienced Customer Success Manager to join our team, working on our flagship product Accord ODR, a SaaS online dispute resolution system designed for ombudsmen and other dispute resolution providers.

You’ll be working with our Enterprise customers to build relationships and guide them through their journey in Online Dispute Resolution. The product is disrupting existing ways of working and our customers need help in realising the full potential of the business change that accompanies its adoption.



  • Responsibilities

    As a Customer Success Manager, your key responsibilities will be to:

  • –  Onboarding new customers to ensure they quickly understand and use the product to its potential
  • –  Ongoing management of B2B customers- to drive adoption and outcomes that will lead to ongoing retention
  • –  Build positive and trusting relationships and advocate for the company across your portfolio.
  • –  Deliver and communicate ROI for our clients, throughout the customer lifecycle
  • –  Be the voice of the customer by leading and facilitating customer workshops to elicit ROI, use cases, workflows and configuration requirements
  • –  Consult with customers and influence leaders on any internal business and process change that may be required to maximise product value
  • –  Collaborate with the engineering and development team to set up or configure our software platform as per customers​'s requirements and troubleshoot technical issues raised
  • –  Familiarise customers with how the product and new features help them realise additional business value, and champion our user-centric design approach
  • –  Partner with Sales to develop an account plan and drive loyalty and usage and surface opportunities for growth
  • –  Line management of our Customer Support Lead

About you

You must have the following skills and experience:

  • –  BA/BS (MBA/Master preferred)
  • –  Ideally 4+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • –  Experience in working with complex, multi-divisional, multi-geographical customers
  • –  Strong leadership skills
  • –  Impressive executive presence and communication abilities
  • –  Ability to create structure in ambiguous situations and design effective processes
  • –  Bias for action
  • –  Passion for technology and for being a part of a fast-growing SaaS company​
  • –  Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • –  Fluency in English and the ability to work in the UK without sponsorship

  • It would be a bonus if you have experience of: 

  • –  Working in a SaaS business
  • Our Offer
  • –  A chance to design a product that has a positive social impact
  • –  A competitive salary with an annual bonus
  • –  Pension scheme*
  • –  Private healthcare*
  • –  A creative and relaxed working environment (we are working remotely for the foreseeable future)
  • –  Smart and collaborative colleagues

* Pension scheme and private healthcare are available after the completion of your probationary period


The Interview Process

The closing date for applications is Tuesday 31 August.

Our interview process consists of:

  • 1st and 2nd round interviews mid-to late-September.

Interested in working for Resolver? Apply now sending your CV and a cover letter that outlines your relevant skills & experiences. No agencies.

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