Customer Success Manager (B2B SaaS)
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Job Summary
About NextStep
NextStep connects top consulting talent with high-potential opportunities through smart AI-powered matching. We partner with ambitious companies across sectors to place experienced professionals in roles where they can have a real impact. On behalf of a client in our partner network we are currently looking for a Customer Success Manager to join their team.
About the Company
Our client is a London-based HR technology company providing workforce planning and talent management software to enterprise clients across financial services retail and healthcare. With 110 staff and 22m ARR the business has a 94% gross retention rate and is investing in Customer Success as a strategic function to protect and expand its enterprise base.
The Role
As Customer Success Manager you will own a portfolio of enterprise accounts building relationships with HR and operational stakeholders to ensure clients are achieving measurable value from the platform and expanding usage over time.
What Youll Do
- Own the end-to-end success journey for a portfolio of 1525 enterprise accounts from onboarding through to renewal.
- Conduct executive business reviews presenting ROI data and surfacing new use cases.
- Monitor product adoption and engagement metrics to identify at-risk accounts early.
- Collaborate with sales on renewal and expansion conversations.
- Synthesise customer feedback and bring the voice of the customer into product and leadership discussions.
What Were Looking For
- 35 years of experience in customer success or account management within enterprise SaaS.
- Track record of managing renewals and driving expansion revenue.
- Confident presenting to senior HR and C-suite stakeholders.
- Experience with Gainsight ChurnZero or a comparable CS platform is desirable.
Compensation & Benefits
- Base salary ofdepending on experience.
- Annual bonus linked to net revenue retention targets.
- 25 days holiday and hybrid working from London.
- Pension private health and equity options.
How to Apply
To be considered for this role please create your profile at . Once your profile is complete our matching system will evaluate your background against the role criteria and match you with the company if its a strong fit. No cover letter required.
This role is listed by NextStep on behalf of our client. All applications are handled with confidentiality.
