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- 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 flexible working, 25 days holiday plus your birthday off, and private medical insurance.
- Why this job: Join a people-first company that values growth, creativity, and making a real impact.
- Qualifications: Recent experience in customer success, strong communication skills, and a passion for helping others.
- Other info: Dog-friendly office and opportunities for professional coaching and community volunteering.
The predicted salary is between 24000 - 28000 £ per year.
Customer Success ManagerThis job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
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.
What You Will Be Doing
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.
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Customer Success Manager employer: Breathe
Contact Detail:
Breathe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Breathe's product suite and the specific needs of SMEs. Understanding how the software addresses common HR challenges will help you demonstrate your value during interviews.
✨Tip Number 2
Network with current or former employees of Breathe on platforms like LinkedIn. They can provide insights into the company culture and expectations for the Customer Success Manager role, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss customer success metrics and strategies in detail. Be ready to share examples from your past experiences that showcase your ability to drive customer retention and upsell opportunities.
✨Tip Number 4
Showcase your problem-solving skills by preparing case studies or scenarios where you've successfully re-engaged disengaged customers. This will highlight your proactive approach and analytical abilities, which are key for this role.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Before applying, take the time to thoroughly read the job description for the Customer Success Manager position. 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 roles. Emphasise your achievements in driving customer satisfaction, retention, and any metrics that demonstrate your impact in previous positions.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of Breathe's values. Use specific examples from your past experiences to illustrate how you embody their 'people first' approach and commitment to continuous improvement.
Showcase Your Soft Skills: In your application, make sure to highlight your exceptional communication and interpersonal skills. Provide examples of how you've built strong relationships with customers and colleagues, as these are crucial for the Customer Success Manager role.
How to prepare for a job interview at Breathe
✨Understand the Product Suite
Before your interview, make sure you have a solid understanding of Breathe's product suite. Familiarise yourself with its features and how it benefits customers. This will help you demonstrate your ability to drive product adoption and customer success.
✨Showcase Your People Skills
As a Customer Success Manager, being a 'people person' is crucial. Prepare examples of how you've built strong relationships with clients in the past. Highlight your communication skills and your passion for delivering exceptional customer experiences.
✨Prepare for Metrics Discussion
Be ready to discuss key customer success metrics and strategies you've used to achieve revenue retention and cross-sell targets. This shows that you understand the importance of data in driving customer success and can contribute to the company's goals.
✨Demonstrate a Growth Mindset
Breathe values continuous improvement. Share instances where you've learned from challenges or sought feedback to enhance your performance. This will align with their culture of striving for better outcomes and show that you're a proactive team player.