About Kadence

As a fast-paced, early-stage, venture capital-backed B2B SaaS company, we’re looking for a motivated Customer Success Manager to join our Belfast team and help our customers get the very best from Kadence.

You’ll work closely with clients to understand their goals, embed our solutions into their day-to-day, and ensure they see measurable value from our platform. In this role, you’ll directly impact retention, growth, and advocacy — becoming a trusted partner to key stakeholders.

We’re looking for someone who’s empathetic, strategic, and thrives in a dynamic environment. You’ll be confident in building strong relationships, comfortable using data to tell a story, and eager to grow alongside a scaling SaaS business that’s shaping the future of work.

Your Responsibilities

• Lead Customer Success – Act as the go-to contact for your accounts, developing tailored success plans that align with each customer’s objectives.
• Boost Engagement – Encourage active use of Kadence with targeted adoption initiatives and personalised recommendations.
• Build Relationships – Develop deep, trusted connections with champions, decision-makers, and executive sponsors across your accounts.
• Highlight Value – Use data and storytelling to demonstrate ROI and the measurable impact of Kadence.
• Onboard with Care – Deliver smooth onboarding experiences that drive quick time-to-value.
• Retain & Grow – Manage renewals with a focus on retention, while identifying expansion opportunities in partnership with our sales team.
• Facilitate Strategic Check-ins – Run regular catch-ups and business reviews to align strategy, share outcomes, and maintain momentum.
• Collaborate Across Teams – Share insights and customer feedback with product, marketing, and support to influence product evolution.
• Stay Ahead of Risk – Spot early signs of churn and take proactive steps to resolve issues.

Key Metrics for Success

• Strong net and gross retention rates across your accounts.
• Continuous growth in product adoption and feature usage.
• Positive shifts in customer health scores through proactive engagement.
• Clear documentation and communication of ROI during reviews.
• Steady flow of expansion opportunities for the sales team.
• High customer satisfaction (CSAT/NPS) through excellent relationship management.

Your Skills and Experience

• Proven experience in customer success, account management, or a similar client-facing SaaS role.
• Skilled in consultative engagement and creating compelling business cases.
• Strong background in renewal management and revenue retention.
• Excellent communicator with the ability to engage confidently with senior leaders.
• Comfortable using CRM tools (e.g., HubSpot, Salesforce) and success platforms.
• Data-driven approach to decision-making.
• Self-starter who thrives in a fast-moving, scaling environment.

What We Offer You

• A front-row seat in a fast-scaling, mission-driven startup.
• Opportunity to set the bar for taste and commercial impact in workplace software.
• Work with passionate, fun teammates across Belfast, London, Salt Lake City, and beyond.
• Hybrid working – collaborate from home or from our sleek Belfast city-centre HQ with rooftop terrace, private coffee lounge, and regular wellbeing events.
• Regular company socials, including an annual off-site where the whole team gets together in person.
• 5 weeks’ vacation per annum (plus public holidays) and a flexible work/life balance.
• Competitive salary and meaningful stock options.
• Private healthcare and company pension.
• Cycle2Work scheme.

By joining Kadence, you'll have the opportunity to be part of a fast-growing, early-stage, venture capital-backed company. This means you'll have access to resources, mentorship, and a network of experienced professionals who are committed to helping you succeed.

You'll also play a critical role in shaping the future of the company and making a real impact in the Future of Work.

We believe hybrid work will reshape the way the world works for the next century. We’re so passionate about this that we’ve crafted the Hybrid Manifesto — please check it out before applying for the role.