Customer Success Manager (Mid-Market)

ELMO Software UK is a leading cloud-based HR and Payroll software provider, empowering over 3000 organisations across the UK, Australia, and New Zealand to effectively manage their people and processes. We are on a mission to release HR's full potential through software automation, analytics, and world-class customer support. From hire to retire, our integrated, configurable solutions simplify HR processes and adapt to our customers' unique needs.

As we continue to grow our dynamic team in the UK, we are looking for 2 amazing Customer Success Managers (CSM) to help our customers thrive! Are you a wizard at building relationships, a pro at product, and a champion of customer happiness? Do you thrive on helping businesses succeed and grow? We are on the hunt for someone who can dive deep into our mid-market segment, becoming a true product guru and a trusted advisor to our customers.

This role is about being a strategic partner, helping our customers achieve their goals with our platform. You will be directly responsible for driving customer retention, identifying and executing upsell opportunities, and mitigating downsell and churn.

What You’ll Be Doing

• Commercial Conqueror: Manage the post-sales lifecycle for a portfolio of mid-market customers. Proactively identify and drive upsell opportunities by understanding customer needs and aligning them with additional product features or services. Strategically manage downsell requests, aiming to retain customers by offering alternative solutions where appropriate. Develop and implement strategies to minimise customer churn and maximise net revenue retention. Conduct regular business reviews with customers to demonstrate value, understand their evolving goals, and identify growth or risk areas. Consistently meet or exceed defined growth targets for your customer portfolio, including upsell quotas and net revenue retention goals.
• Product & Tech Whiz: Develop and maintain an advanced understanding of our platform, its features, and capabilities, acting as a trusted SME across the business. Effectively troubleshoot and resolve customer issues, performing root cause analysis to prevent recurrence. Configure the platform to meet specific customer requirements and optimise their experience, where required. Act as a trusted advisor to customers on product best practices and new features. Document and maintain the currency of internally and externally facing documentation. Support the evolution and ongoing maintenance of internal customer success software, including reporting and analytics on customer health. Possess a reasonable understanding of the HR Software industry and best practice methodologies.
• Problem-Solving & Strategic Guru: Analyse customer data and health scores to identify at-risk accounts and develop proactive intervention strategies. Collaborate with internal teams (Sales, Product, Support, Engineering, and Professional Services) to advocate for customer needs and ensure a seamless customer experience. Contribute to the development and improvement of customer success processes and playbooks. Identify opportunities for process improvements to enhance customer satisfaction and operational efficiency.

What we value for this role:

• Strong experience in a Customer Success or similar customer-facing role, preferably within a SaaS or technology company.
• Previous experience with HR technology is desirable.
• Demonstrable experience managing the commercial aspects of customer relationships (upsell, downsell, and churn mitigation), specifically within the mid-market segment.
• Strong technical aptitude with the ability to quickly learn and understand complex software products.
• Proven ability to troubleshoot customer issues, perform root cause analysis, and configure software platforms.
• Excellent presentation and workshop facilitation skills, with experience presenting to diverse audiences.
• Exceptional communication (written and verbal) and interpersonal skills, with a proven ability to build rapport and trust with stakeholders at all levels.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Highly organised, proactive, and able to manage multiple priorities effectively.
• A customer-centric mindset with a passion for helping customers achieve their goals.
• Experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, ChurnZero) is a plus.

Why You’ll Love It Here

• Salary: £45,000 + commission
• Work-Life Balance: 25 days holidays + your birthday off!
• Health & Well-being: Private Medical Insurance (includes dental, optical & mental health cover) and Life Insurance (2x salary).
• Financial Future: Matched Pension (salary exchange with 5% employer contribution).
• Professional Growth: Access to unlimited Professional Coaching.
• Community Impact: Two paid Volunteer Days per year to give back to the community.
• Dog-Friendly Office: Bring your furry friend to work!
• Financial Wellness: Access to exclusive financial wellbeing resources, discounts, and expert advice.

ELMO UK is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team. ELMO UK is 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.