Customer Service Manager

Customer Service Manager (SaaS) £37,000 - £45,000 Bonuses Glasgow, Hybrid Full Time, Permanent

My client is a global SaaS business who due to growth is looking to recruit an experienced leader passionate about servicing and retaining existing business. This is your chance to shape, lead, and elevate a high value service function within a successful SaaS business.

We are looking for a hands-on, people-first leader who thrives on developing high-performing teams, building structure, and turning customer relationships into real commercial growth. If you love getting stuck in, coaching individuals, improving processes, and driving results, this is the kind of role where you can genuinely make your mark.

The role You will take ownership of a growing the service teams team and transform it into a proactive, commercially driven function.

This is a role for someone who enjoys balancing leadership with delivery. You will be just as comfortable coaching your team as you are leading key customer conversations yourself.

Lead, develop, and inspire a small team of Account Managers

Create a culture of accountability, performance, and continuous improvement

Introduce structure, rhythm, and clarity across account management activities

Design and implement a tiered approach to managing customers based on value and opportunity

Drive revenue growth through upsell, cross sell, and expansion within the existing customer base

Take ownership of key strategic accounts and lead high-value commercial discussions

Improve how the team uses CRM, manages pipelines, and tracks performance

Work closely with Sales, Marketing, and Operations to deliver a seamless customer experience

Bring energy, ideas, and momentum into a function that is ready to evolve

The candidate

This role is about leadership, mindset, and impact.

You might come from SaaS, technology, or a hardware-enabled business, but more importantly, you understand how to build teams, drive performance, and create scalable processes.

Has experience leading Account Management or Service teams

Is passionate about people and enjoys developing others to succeed

Has a strong track record of driving account growth and retention

Is hands-on and not afraid to roll up their sleeves

Can bring structure to a growing function and improve how things are done

Commercially aware and confident leading customer conversations

Thrives in a fast-paced, evolving environment

In return

A genuine opportunity to shape and build a function

Direct exposure to senior leadership and strategic decision making

A business that is growing, ambitious, and open to new ideas

Hybrid working model

Competitive salary

If you are an experienced Customer Service Manager who wants more ownership, more influence, and the chance to build something meaningful, this is worth a conversation.

Apply today