At a Glance
- Tasks: Drive customer success by managing accounts and enhancing product adoption.
- Company: Breathe is a leading HR software provider for SMEs in the UK, known for its vibrant culture.
- Benefits: Enjoy 25 days holiday, flexible working, life insurance, and volunteer days.
- Other info: Dog-friendly office and access to unlimited professional coaching.
- Why this job: Join a people-first company that values growth, creativity, and making an impact.
- Qualifications: Recent experience in customer success, strong communication skills, and a passion for customer experience.
The predicted salary is between 28000 - 42000 £ per year.
Customer Success Manager
Who Are We?
Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well-funded, with over 16,000 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 there's more to it – our work culture is award-winning, with talented people committed to driving impact while having fun together. We're proud of our track record of success, but we're 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 improve—individually and as a team.
🎯 Strive with Impact: Every action we take makes a difference—to our employees, our customers, and our business.
🚀 Seek Out Efficiency: We scale smart. We innovate. We find ways to work better, not harder.
Why is this role important?
The Customer Success Manager is a pivotal role focused on accelerating our customers' success with the Breathe product. You'll 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.
What we value for this role
- 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 department's 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.
Why You’ll Love It Here ❤️
✨ £30,000 - £34,000 + 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 we'll let you in on a secret: there's 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.
Customer Success Manager in Horsham employer: Breathe
At Breathe, we pride ourselves on being a people-centric SaaS company located in the vibrant town of Horsham. Our culture fosters growth and collaboration, offering employees a supportive environment with flexible working options, generous holiday allowances, and unique perks like a dog-friendly office and volunteer days. With a strong focus on employee well-being and development, we empower our team to make a meaningful impact while enjoying a rewarding career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Horsham
✨Tip Number 1
Familiarise yourself with Breathe's product suite and the specific needs of SMEs. Understanding how their software can solve common HR challenges will help you engage effectively during interviews.
✨Tip Number 2
Showcase your customer success experience by preparing examples of how you've driven product adoption and reduced churn in previous roles. Be ready to discuss metrics and strategies that have worked for you.
✨Tip Number 3
Demonstrate your people skills by preparing to discuss how you've built strong relationships with customers and internal teams. Highlight any collaborative projects that showcase your ability to work well with others.
✨Tip Number 4
Research Breathe's company culture and values, particularly their focus on being 'people-first' and striving for impact. Be prepared to share how your personal values align with theirs during the interview process.
We think you need these skills to ace Customer Success Manager in Horsham
Some tips for your application 🫡
Understand the Role:Before applying, make sure to thoroughly read the job description for the Customer Success Manager role at Breathe. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV:Customise your CV to highlight relevant experience in customer success or similar roles. Emphasise your communication skills, problem-solving abilities, and any experience you have with SaaS products, as these are crucial for this position.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer success and your understanding of Breathe's values. Mention specific examples from your past experiences that demonstrate your ability to drive customer satisfaction and retention.
Showcase Your People Skills:In your application, highlight your interpersonal skills and ability to build relationships. Provide examples of how you've successfully collaborated with teams or engaged with customers to enhance their experience.
How to prepare for a job interview at Breathe
✨Understand Breathe's Values
Before your interview, take some time to familiarise yourself with Breathe's core values: People First, Be Better Tomorrow, Strive with Impact, and Seek Out Efficiency. Be prepared to discuss how your personal values align with theirs and provide examples of how you've embodied these principles in your previous roles.
✨Showcase Your Customer Success Experience
Highlight your recent experience in customer success roles during the interview. Be ready to share specific examples of how you've driven customer satisfaction, reduced churn, and increased product adoption. Use metrics to quantify your achievements where possible.
✨Demonstrate Problem-Solving Skills
As a Customer Success Manager, you'll need strong problem-solving abilities. Prepare to discuss challenges you've faced in past roles and how you approached them. This will show your potential employer that you're capable of handling the complexities of customer relationships.
✨Prepare Questions for the Interviewers
Engage your interviewers by preparing thoughtful questions about the role, team dynamics, and company culture. This not only shows your interest in the position but also helps you assess if Breathe is the right fit for you.
