Customer Success Manager

Customer Success Manager | HRTech | London (New Malden, 3 days Hybrid)

We’re working with a PE-backed HRTech business that’s scaling fast after the launch of their next-generation AI-powered assessment platform. With an impressive global client base (FTSE 100s and household brands), they’re shifting from transactional sales to long-term, outcome-led partnerships — and now building out their Customer Success function.

This is a value creation role. You won’t just keep clients happy — you’ll help them achieve measurable outcomes, embed solutions, and directly impact renewals and expansion.

🔑 What you’ll do

• Partner with HR, Talent, and L&D teams to help them turn data and insight into action.
• Drive platform adoption, influence behaviour change, and ensure solutions stick.
• Surface commercial opportunities and work closely with Sales on growth.
• Anticipate challenges, reduce churn risk, and keep renewals on track.
• Act as the customer’s voice internally, shaping product and roadmap priorities.
• Build relationships that lead to referrals, advocacy, and expansion.

🚀 What success looks like

• Clients renew with confidence because the value is obvious.
• Sales say: “What did you do with that account? They’re flying.”
• Clients say: “Never take them off our account. Ever.”

✅ About you

• 3–5 years’ experience in Customer Success, Account Management, or Consultancy (ideally in B2B SaaS, HRTech, or assessment).
• Strong commercial mindset, able to identify and deliver value.
• Experience engaging senior HR, Talent, or L&D stakeholders.
• Curious, confident, consultative — and comfortable with ambiguity.
• Tech-savvy (CRM experience, HubSpot preferred).