Customer Success Manager – UK

AboutUs

Turnkey IPS, established in 1980 by Dr. Barry Wood, is the proud creator of IPS Cloud, IPS SQL, and the Creditor Portal.   We are a leading insolvency case management company dedicated to delivering innovative and efficient solutions that streamline insolvency and restructuring processes. Our technology-driven approach ensures seamless case management, compliance, and stakeholder engagement.

The Opportunity

This is an exciting opportunity to help shape the next phase of Customer Success at Turnkey.

We are looking for an experienced Customer Success professional who understands how to build trusted client relationships, drive product adoption, improve customer outcomesand contribute directly to revenue retention and growth.

This role sits at the intersection of customer experience, commercial strategy and product engagement. You will act as a trusted adviser to clients, ensuring they achieve value from their investment while helping Turnkey improve customer retention, increase product adoption and grow account value over time.

The successful candidate will own a portfolio of strategic customer relationships and play a key role in improving Turnkey's Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance.

Success in this role will be measured not simply by client satisfaction, but by your ability to protect and grow recurring revenue through improved customer engagement, retention and account expansion.

Key Responsibilities

Customer Relationship Management

• Manage a portfolio of existing customer accounts.
• Build trusted relationships with key stakeholders and decision-makers.
• Develop and maintain account success plans.
• Lead regular customer / business review meetings.
• Act as the voice of the customer within Turnkey.
• Ensure customer objectives are understood and aligned to the value delivered by our solutions.

Customer Adoption & Value Realisation

• Drive product adoption and engagement across your customer portfolio.
• Monitor customer health and identify opportunities to improve usage.
• Monitor customer sentiment through engagement activity, CSAT and NPS programmes, using feedback and insights to drive continuous improvement and stronger customer outcomes.
• Work closely with onboarding, training and support teams to maximise customer outcomes.
• Promote best practice and ensure customers are aware of relevant product capabilities, developments and enhancements.
• Help customers realise measurable business value from their investment in Turnkey.

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Retention & Revenue Growth

• Take ownership of customer retention outcomes across your account portfolio.
• Identify and mitigate churn risks through proactive engagement and action planning.
• Drive improvements in Gross Revenue Retention (GRR) through effective relationship management and successful renewals.
• Contribute towards Net Revenue Retention  (NRR) growth by identifying opportunities for expansion, cross-sell and upsell.
• Collaborate closely with Sales to develop account growth plans and expansion opportunities.
• Maintain visibility of customer health, renewal dates and commercial opportunities within the CRM.

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Customer Advocacy & Feedback

• Gather and communicate customer feedback to Product, Development and Leadership teams.
• Identify opportunities to create customer advocates, references, testimonials and case studies.
• Support customer engagement initiatives, events, user groups and community programmes.
• Foster strong customer partnerships that encourage long-term engagement, product adoption and advocacy.
• Ensure customer feedback is translated into meaningful business insight that influences product direction and customer outcomes.

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Cross-Functional Leadership

• Work collaboratively with Product, Support, Development, Training and Sales teams.
• Coordinate internal activity to ensure customer commitments are delivered.
• Set clear expectations with customers and provide proactive communication on progress and outcomes.
• Drive accountability and ensure actions are completed effectively across the organisation.
• Provide regular insight and reporting to the Executive Team on customer health, retention risks, market trends, product adoption and strategic account developments.
• Act as the internal voice of the customer, helping the Executive Team understand the evolving customer landscape and informing business priorities, product direction and investment decisions.

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About You

You will have experience within a SaaS, technology or software organisation and understand the important role Customer Success plays in driving customer outcomes and business growth.

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Essential

• Previous experience in Customer Success or Customer Experience within a SaaS or software business.
• Strong relationship management and stakeholder engagement skills.
• Excellent communication and  presentation abilities.
• Experience managing Executive Business Reviews (EBRs) or strategic customer review meetings.
• Commercial awareness and understanding of recurring revenue business models.
• Experience managing customer renewals, retention and growth initiatives.
• Highly organised with the ability to manage multiple priorities effectively.
• Data-driven mindset with the ability to identify risks and opportunities from customer insights.
• Knowledge of customer success metrics and frameworks.

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Desirable

• Insolvency or restructuring industry experience, or experience within legal technology, fintech, accounting software or professional services software.
• Experience using CRM and customer success platforms.

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How Success Will Be Measured

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer renewal rates
• Churn reduction
• Product adoption and engagement metrics
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer advocacy and reference generation
• Customer health scores and engagement outcomes

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Why Join Turnkey?

You'll be joining an organisation with ambitious growth plans and have a genuine opportunity to shape how Customer Success evolves over the coming years.

This role offers the opportunity to influence customer outcomes, drive strategic client relationships, contribute to product direction, provide critical customer insight to the Executive Team and play a key role in protecting and growing recurring revenue across the business.

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