Customer Success Manager

Who Are We

Located in vibrant Horsham Breathe isnt your typical SaaS business. Private equity owned well-funded with over 16000 customers and an average 6 years LTV (a rarity in the SaaS industry) Breathe is the number 1 HR Software for SMEs in the UK. But theres more to it our work culture is award-winning with talented people committed to driving impact while having fun together. Were proud of our track record of success but were even more excited about what the future holds for us.

Our Values: What We Live By

People First: Every decision we make is about our people. We ARE the people-first company.

Be Better Tomorrow: Every day we challenge ourselves to learn grow and improveindividually and as a team.

Strive with Impact:Every action we take makes a differenceto our employees our customers and our business.

Seek Out Efficiency: We scale smart. We innovate. We find ways to work better not harder.

The Customer Success Manager is a pivotal role focused on accelerating our customers success with the Breathe product. Youll own and develop a high volume of existing accounts driving a low-touch scalable onboarding process increasing product adoption and fostering customer loyalty through cross-selling. Your ultimate goal will be enhancing retention and minimising churn ensuring our customers thrive with Breathe.

• Revenue & Growth: Meet quarterly revenue targets specifically focusing on Net Revenue Retention (NRR) and Upselling.
• Portfolio Management: Forecast and report on movements within your customer portfolio to ensure visibility on health and growth.
• Digital Scale: Manage optimise and scale our customers journey to success by leveraging workflows webinars and automated communication.
• Data-Driven Strategy: Monitor analyse and action customer health data to inform strategy surface opportunities/risks and prioritise your workload effectively.
• Relationship Ownership: Manage the end-to-end relationship and experience for customers within your portfolio.
• Engagement Strategy: Create and implement customer engagement strategies to improve product usage reduce time-to-value and boost customer satisfaction.
• Voice of the Customer:Surface customer feedback and insights advocating internally on behalf of our customers to other Breathe teams.
• Cross-Functional Collaboration:Own and contribute to key projects collaborating with teams across the business including Marketing Customer Support Product and Partnerships.

• Experience: Established experience in a SaaS Customer Success Account Management or similar role preferably within an SMB-focused environment.
• Relationship Management: Strong communication and problem-solving skills with a proven ability to build rapport with diverse users and internal stakeholders.
• Technical Aptitude: A natural ability to learn adopt and explain technical product features to a non-technical audience.
• Analytical Mindset: Ability to analyse customer health data to inform strategy and identify opportunities or potential risks.
• Tech Savvy: Comfortable utilising CRM systems and CSM platforms; experience with Planhat HubSpot and Intercom is highly desirable.
• Project Management: Ability to own collaborate on and contribute to projects that drive the business forward.
• Digital Outreach: Experience in Digital First engagement and outreach to delight and develop a high volume of customers.
• Proactive & Positive: A self-starter with an empathetic and professional attitude towards customers and colleagues.
• Team Player:An active contributor to the departments culture and success.
• Brand Champion: Passionate about the Breathe brand the product and continuous improvement.
• Market Aware: Committed to monitoring developments within Customer Success and the wider HR industry.
• Security Conscious:Maintaining awareness of and complying with information security protocols in relation to your job role and handling of any data.

30000 - 34000 commission

Time Off 25 days holiday your birthday off!

Flexible Working Hybrid role (50% in office is our minimum)

Private Medical Insurance Includes dental optical & mental health cover

Life Insurance 2x salary

Matched Pension Salary exchange with 5% employer contribution

Access to unlimited Professional Coaching More Happi

Volunteer Days 2 per year to give back to the community

Dog-Friendly Office Bring your four-legged friend!

Access to Mintago Exclusive financial wellbeing through discounts and expert advice

Ready to join us Apply Now!

Confidence can sometimes hold us back from applying for a job. But well let you in on a secret: theres no such thing as a perfect candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you please apply if this is a role that would make you excited to come into work every day.

Breathe is an equal opportunity employer and we encourage applicants from diverse backgrounds to join our team.

At Breathe we are passionate about empowering HR with responsible secure and safe AI aiming to be among the first in the UK to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies making data privacy and security paramount in every role.