Customer Success Manager (B2B SaaS)

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.

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.

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.

• 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.

• 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.

• 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.

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.