Customer Success Manager – Mid-market

Role Overview

• Own the first 3 months of the customer lifecycle, managing 4–6 new accounts per month.
• Partner with Account Executives to build tailored Success Plans aligned to each client’s goals, challenges, and definition of success.
• Lead technical setup, including CRM integrations and migrations, mapping, and testing, to ensure a seamless implementation from day one.
• Build strong relationships with stakeholders at all levels, including C-suite, to drive engagement and outcomes.
• Deliver engaging, tailored training sessions aligned to each client’s go-to-market strategy and workflows.
• Drive adoption through proactive, consistent outreach
• identifying blockers early and resolving them quickly.
• Track progress against success metrics and communicate updates clearly to both customers and internal teams.
• Identify and act on expansion opportunities within the onboarding phase, using commercial insight to grow account value.
• Provide strategic guidance and best practice recommendations tailored to each customer’s unique setup.
• Collaborate closely with Account Management to ensure a seamless transition and long-term growth strategy.
• Lead review sessions with key stakeholders, measuring progress against adoption, outcomes, and overall experience.
• Deliver a comprehensive handover to Account Management, ensuring continuity and ongoing success.
• Conduct regular on-site visits to strengthen relationships and deepen engagement.

Requirements

• Experience in a high-touch, customer-facing role within RecTech, SalesTech, or a similar SaaS environment.
• Confident leading business transformation and change management initiatives.
• Exceptional communication skills, with the ability to simplify complex ideas for different audiences.
• Strong listening, problem-solving, and stakeholder management abilities.
• Comfortable working cross-functionally in a fast-paced startup environment.
• Proactive, driven, and eager to learn and develop.
• We welcome applications from backgrounds such as recruitment and sales as well as customer success.

Benefits

• 25 days holiday (not including public holidays).
• Macbook + any extra tech or software necessary for your role.
• Flexible business with flexible working arrangements.
• Private medical, dental & vision insurance.
• Income Protection Insurance.
• Employee Assistance Programme (EAP).
• Compassionate leave policy.
• Monthly social events.
• First hand experience of an early stage startup
• huge ability to make an impact!