Job Title: Customer Success Manager 

Reporting to: Head of Operations   

Salary: £28,000 - £30,000 (depending on experience) plus performance-based bonuses  

Location: Sunderland

Type: Full-time, hybrid 

Application Deadline: Friday 25th July


About Fabric: 

Fabric is where world-class marketing teams are built.

We work with ambitious businesses to elevate their marketing function, combining expert coaching, industry-led education, and deep insight into team capabilities. Through structured learning pathways, custom coaching, and smart use of data, we help marketers grow into strategic, commercially-minded leaders.

This is more than just training. It’s hands-on, high-impact development designed to meet the real challenges teams face and drive measurable growth across the business.

Our clients are ambitious, fast-moving businesses that want more from their marketing function and we help them get there. From onboarding to impact, we focus on making learning work in the real world. No fluff. No theory for theory’s sake. Just the skills, support, and confidence marketers need to thrive.

We’re working with some of the world’s most exciting brands, and we’re just getting started. If you believe great marketing starts with great people, you’ll feel right at home here.

About the Role:

We’re looking for a commercially-minded Customer Success Manager to ensure our clients get exceptional value from Fabric. You’ll be the key link between our customers and our platform, helping onboard new accounts, drive learner engagement, identify expansion opportunities, and deliver measurable outcomes.

This is a hands-on role ideal for someone who’s proactive, people-savvy, and passionate about driving results through customer relationships.

Key Responsibilities:

  • Own customer onboarding – Lead a smooth, structured onboarding process that sets each client up for success from day one.
  • Align learning to business goals – Tailor pathways, coaching plans, and platform use to each customer’s specific objectives and challenges.
  • Build strong relationships – Develop trusted partnerships with key decision makers and individual learners across your accounts.
  • Drive ongoing engagement – Run regular check-ins, monitor platform usage, and troubleshoot blockers to keep momentum high and learners on track.
  • Track performance and demonstrate value – Create clear, data-led reports that showcase impact and outcomes, reinforcing Fabric’s value.
  • Spot and support growth opportunities – Identify upsell and cross-sell opportunities, working closely with Sales to grow accounts.
  • Monitor customer health – Proactively identify risks or areas for improvement to maintain retention and satisfaction.
  • Advocate for the customer – Represent customer needs internally, collaborating with Product, Content, Coaching, Sales and Marketing to influence roadmap and service delivery.
  • Share feedback and insights – Use customer feedback to drive improvements across our platform, learning experience and customer journey.
  • Report on success metrics – Track and share key indicators like retention, expansion, churn, NPS, and CSAT to inform decisions and measure success.

What You’ll Bring:

  • 2+ years’ experience in customer success or account management, ideally within a B2B SaaS or learning platform environment
  • A track record of managing and growing customer accounts, driving both retention and expansion
  • Excellent communication skills, with the ability to build strong relationships and influence stakeholders at all levels
  • Confident problem-solver who stays calm under pressure and focused on solutions
  • Organised and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment
  • Comfortable using CRM and customer success tools (HubSpot experience a bonus)
  • A genuine passion for helping customers succeed and a drive to deliver exceptional experiences

Benefits & Perks:

  • Competitive salary with performance-based bonuses
  • 18.5 days annual leave (pro rata from 21 days to reflect our 9-day fortnight), plus up to 4 additional days during our Christmas shutdown.
  • Your birthday off, to properly celebrate
  • Hybrid working with flexible hours – typically 3 days in the office, the rest your way
  • Access to 1:1 coaching in customer success and sales to support your own growth
  • Annual CPD budget to invest in your ongoing learning and development

Join Our Team:

This is more than a job, it’s your chance to shape what customer success looks like at one of the most exciting learning platforms in marketing. You’ll have the autonomy to make this role your own, the support to grow quickly, and be part of the journey as we scale globally.

If you're passionate about helping customers succeed, love solving problems, and want to make a real impact, we’d love to hear from you.

To apply: Send your CV or a short video to [email protected] telling us why you’re the perfect fit.


No agencies, please.

We’re an Equal Opportunities Employer: 

At Fabric, we’re committed to building an inclusive team that reflects the diverse world we work in. We welcome applications from people of all backgrounds, experiences, and perspectives. If you need any adjustments during the hiring process, just let us know, we’re here to support you.