Customer Success Manager
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Job Location:
Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
In partnership with our client we are seeking a Customer Success Manager to own the complete customer journey at a B2B SaaS company in the HR technology space. From the moment a customer subscribes through onboarding activation health monitoring and renewal you will be their primary point of contact and their biggest internal champion. This is a handson relationshipfirst role for someone who has done this before works independently and finds genuine satisfaction in watching their customers succeed. If you are ready to own your accounts shape a growing CS function and build something meaningful we want to meet you.
Who are we looking for
- You are a customer success professional with 2 to 4 years of experience in a B2B SaaS Customer Success or Account Management role and you have owned accounts endtoend not just assisted on them.
- You are a confident and clear communicator able to write a professional email hold a difficult client conversation and build genuine trust with stakeholders at every level.
- You are dataliterate and comfortable working with health scores product usage metrics and churn indicators to make informed decisions about where to focus your energy.
- You are selfdirected and proactive someone who manages their own workload follows through without being chased and does not wait to be told where the risk is before acting on it.
- You are relationshipfocused and outcomesdriven measuring your success by what your customers achieve not just by what you did for them.
- You are comfortable with ambiguity and able to perform without a detailed playbook for every scenario figuring things out and asking for input when needed.
- You are curious and thoughtful asking good questions about the product the customer base and how success is currently being measured rather than assuming you already know.
Your Responsibilities
Onboarding and Activation
- You will own every assigned account from the subscription start date running structured onboarding calls and ensuring each customer is properly configured trained and set up for success from day one.
- You will define clear success milestones per customer and track progress against them driving feature adoption across the products core use cases from the very beginning of the relationship.
- You will identify slowstart customers early and intervene proactively before disengagement has a chance to set in.
Health Monitoring and Risk Management
- You will maintain and monitor health scores for every account in your portfolio acting on early warning signals before they turn into churn conversations.
- You will connect patterns from support tickets and engagement data into your account health view maintaining regular checkin cadences with all active accounts and not just the ones with open issues.
- You will assess prioritise and act on atrisk signals within your inherited portfolio without needing to be prompted bringing a structured and experienced eye to accounts that need more active attention.
Retention and Renewals
- You will own the renewal process for all assigned accounts flagging risk early and leading renewal conversations with confidence and commercial awareness.
- You will identify upsell and expansion opportunities based on usage patterns and customer goals building trusted relationships with key stakeholders that make those conversations natural rather than transactional.
- You will conduct Business Reviews and ROI conversations with strategic or highvalue accounts demonstrating the ongoing value the product is delivering and reinforcing longterm commitment.
Strategic Account Partnership
- You will align product usage to each customers stated business outcomes thinking beyond feature adoption to the real results they are trying to achieve.
- You will be the internal voice of your customers bringing their goals frustrations and feedback into team conversations and working closely with Product Support on escalations and atrisk accounts.
- You will play an active role in shaping how Customer Success operates contributing to processes and frameworks as the function grows rather than simply executing within an existing system.
What Success looks like
- Net Revenue Retention above 100% reflecting a customer portfolio that is growing through expansions and upsells not just holding steady.
- A consistently low churn rate driven by proactive risk management and strong account relationships not reactive firefighting.
- Healthy and consistently maintained customer health scores across the portfolio demonstrating that accounts are being managed proactively and not just reactively.
- A smooth and structured onboarding experience for every new customer with clear milestones defined and tracked from day one.
- Renewal conversations that are led with confidence and result in high retention and expansion rates across assigned accounts.
To be considered for this role you should have
- 2 to 4 years of experience in a B2B SaaS Customer Success or Account Management role.
- Demonstrated experience owning onboarding endtoend and running the process independently not just participating in it.
- A proven track record of managing renewals and retaining accounts including accounts that required active risk management.
- Strong written and verbal communication skills with the ability to hold confident professional client conversations.
- Comfort working with data including health scores product usage metrics and churn indicators to drive account decisions.
- A selfdirected working style with the ability to manage your own workload and priorities without close supervision.
- Experience in HRTech HR software or products used by operations teams is a strong advantage.
- Familiarity with CRM tools (e.g. Attio HubSpot or similar) is a strong advantage.
- Experience working in a startup or earlystage company where processes were still being built is a strong advantage.
Challenges you may face in this role
- Inheriting a mixed portfolio of accounts some healthy and some already showing risk signals and needing to assess prioritise and act quickly without a detailed handover for every account.
- Building trusted relationships with customers at pace while simultaneously managing a growing portfolio and contributing to the development of CS processes.
- Working in an earlystage environment where not every process exists yet requiring you to balance execution with building and to make good judgement calls in the absence of a complete playbook.
- Staying ahead of churn and risk signals across a diverse portfolio while maintaining the quality of proactive engagement for accounts that are currently healthy.
- Identifying and closing upsell opportunities organically within existing relationships without it feeling transactional or forced.
The Goodies
- A competitive base salary.
- A highownership role at the heart of a growing SaaS company where your contribution is visible and your impact is real.
- The opportunity to help shape how Customer Success is built and operated not just execute within an existing system.
- A collaborative and growthfocused environment where you work closely with a CS Lead who is invested in your development and success.
- A role where your customers wins are your wins and where longterm relationships and genuine impact are at the centre of everything you do.
