Customer Success Manager UK

What you’ll be doing 🛠️

As a trusted advisor, your mission is to ensure our SMB customers - from single sites to growing small groups - are maximising the value they get from Famly.

• Own the Relationship: You build trust fast and meaningfully, driving value for the customer, whilst finding the commercial opportunity or risk behind the request.

• Drive Upsell & Expansion: You own upsell outcomes and their contribution to Net New ARR. You identify the opportunity, make the case, and close it.

• Own Retention & Growth: You are accountable for the retention and churn performance of our SMB customers. You use usage data and account health signals to find risk early, and you act on it.

• Be a Product Expert: Educate clients on Famly’s features and tools, acting on feedback to suggest proactive solutions that meet their goals and lead to maximum value and adoption.

• Act as an Internal Advocate: Gather customer insights and serve as the voice of the customer internally, tracking feedback to drive continuous improvement in our products and service delivery.

• Collaborate Seamlessly: Work closely with our Onboarding, Sales, Advisory, and Product teams to ensure a smooth, end-to-end customer experience.

What excites you 🌟

A role where you can have a direct, measurable impact on the business and a long-term influence on customer outcomes:

Impact on the Bottom Line: You'll directly contribute to our overall ARR growth, retention rates, and upsell revenue targets - your success is our success.

Data as Your Guide: You'll use strong analytical skills and data proficiency to maintain accurate account records in our CRM, identifying where to maximise your time for the greatest portfolio impact.
AI as Your Teammate: You'll embrace AI tools like Claude as a core part of your daily workflow and join weekly AI Lab sessions where as a team, we can learn and experiment together.

Challenge & Growth: You'll thrive in a fast-paced, dynamic environment, bringing your positive attitude and adaptable nature to inspire confidence in your clients and teammates. You’ll work in a team where feedback goes in both directions. Review calls with your peers, share what works and what does not, and learn faster because of it.

Genuine Empathy: You'll excel because you genuinely care about understanding and solving client challenges, using a proactive and resourceful mindset to anticipate needs and find creative solutions.

What excites us 🔥

Someone who is ready to build lasting partnerships and drive success 🤝

• Exceptional Communicator: You have proven, exceptional communication and interpersonal skills, allowing you to engage quickly and effectively with all stakeholders.

• Collaborative Team Player: You know that the team is crucial for personal success. You always go above and beyond to support your teammates and are experienced working across different departments.

• Data and CRM Savvy: You have strong analytical skills and proficiency with CRM and data analysis tools to assess account performance and spot growth opportunities.

• Results-Driven Focus: You have a track record of being results-oriented, thriving on achieving goals and driving both client and business commercial success.

• Proactive Prioritiser: You have the ability to prioritise and manage multiple accounts effectively, ensuring you mitigate churn while driving growth

👯 You’ll be working with

A team of friendly, boisterous CSMs and Onboarding Specialists who are dedicated to their customers, who pick each other up on tough days and never stop pushing the limits. We come from all over the world, but what connects us is our passion for what we do - and the joy of doing it together. Expect high energy, tons of support, a few (OK, many) Slack GIFs, and an obsession with both hitting goals and having a good time.

💚 About Famly

At Famly, we're on a mission to give children the best possible start to life by supporting the people who make that happen every day: early-years professionals.

It all started when our co-founder Henrik dropped off his daughter at daycare and realised how much was still being done with pen and paper—and how distant that made him feel from her day. Together with Anders, now our CEO, they set out to build software that bridges that gap.

Today, Famly is used by 34,000+ childcare professionals and hundreds of thousands of parents to:

• Communicate in real-time

• Reduce admin stress

• Improve planning, pedagogy, and finances

• And ultimately, give more time to the little ones that matter most

Want to help us do even more of that? We’d love to have you.

🚀 Why you’ll love working at Famly

• You’ll be surrounded by clever, kind people who support each other

• We give you ownership, the freedom to try new things, all backed by trust

• Top-tier equipment (noise-cancelling headphones included)

• Onsite learning from peers, leaders and coaches as well as regular team and company activities

• Ongoing personal and professional development beyond sales skills

• A mission you can believe in, and see the impact of daily

In the Copenhagen HQ, we also have:

• Daily buffet, a well-stocked drinks fridge, and “the most office snacks in Copenhagen, probably!”

• Plenty of social activities... board game nights, go climbing with colleagues, themed Friday bars, big quarterly social events, team fun with dinners out, office BBQs, and more!

📋 The interview process

Here’s what to expect:

1. Intro call with Ellie, from the People & Talent team

2. Rational thinking test (We use the GIA by Thomas.co)

3. Interview with Naomi, Head of Customer Success, UK

4. Case study presentation and interview with Naomi and another team member

5. Final interview with Matt, UK General Manager

6. Reference check

We move fast and keep it human throughout.

📬 Ready to apply?

We’re hiring right now, so don’t wait around.

👉 Send us:

• Your CV, and

• Tell us what excites you about Famly and why you’d be a great fit, by putting pen to paper or recording a short video 🎥
  

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly not to discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.