Customer Success Manager - North America

CoachHub is a digital coaching platform focused on democratizing growth through coaching for every employee. The Customer Success Manager will manage a portfolio of enterprise clients, guiding them through onboarding and long-term expansion while demonstrating the business value of coaching.

Responsibilities:

• Own the full client journey From onboarding through adoption, renewal and expansion, you hold the thread. You work closely with your sales partner to align on strategy and make sure every client milestone is met with intention - not improvisation
• Turn goals into tangible outcomes You build activation plans, define success metrics and develop coaching playbooks that connect what clients want to achieve with what CoachHub delivers. You make the value visible - in data, in stories, in results
• Be the voice of your clients internally You channel client feedback to Product, flag risks before they become problems and coordinate across internal teams to make sure your clients always experience CoachHub at its best. You don't wait for issues to escalate - you see them coming
• Lead strategic reviews that open doors You run Executive Business Reviews that go beyond reporting. You show ROI, surface growth opportunities and influence senior stakeholders - often turning a renewal conversation into an expansion one
• Educate, inspire and embed coaching Through workshops, webinars and one-on-one conversations, you help clients integrate coaching into their L&D programmes, leadership initiatives and transformation agendas. You're not just selling a platform - you're helping build a coaching culture
• Contribute to a team that practices what it preaches. You share what's working, support your peers and bring your own growth mindset to everything you do. We coach others - we should be coachable too

Requirements:

• At least 3 years in a Customer Success or Account Management role, ideally within a technology-enabled services or HR tech environment
• A consistent track record of hitting retention and growth targets - you know what good looks like and you know how to get there
• Executive presence: you're as comfortable in a C-suite conversation as you are troubleshooting with a day-to-day programme lead
• A data-driven approach to problem-solving - you use insight to prioritise, act and demonstrate impact
• Strong self-organisation and genuine comfort with ambiguity; you thrive in fast-moving environments where priorities shift
• Familiarity with HR, L&D, leadership development or coaching is a meaningful advantage - you'll hit the ground running if you already speak this language
• Language: Fluent English required