At a Glance
- Tasks: Drive customer success and enhance product adoption while managing relationships.
- Company: Join Breathe, the UK's number 1 HR software for SMEs in a vibrant culture.
- Benefits: Enjoy competitive salary, flexible working, and 25 days holiday plus your birthday off!
- Other info: Be part of a dog-friendly office with opportunities for professional coaching and community volunteering.
- Why this job: Make a real impact by helping customers thrive with innovative HR solutions.
- Qualifications: Experience in SaaS Customer Success and strong relationship management skills.
The predicted salary is between 30000 - 34000 £ per year.
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. 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
- Start With People - We remember our work affects real people, so we take the time to listen, understand and act with care.
- Own It, Together - We take responsibility for our part, support each other through the messy bits, and focus on fixing things rather than finding blame.
- Clear Is Kind - We speak honestly and with care. We don’t avoid difficult conversations, and we make sure people have the clarity they need to move forward.
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 + 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
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: Breathehr
Breathe is an exceptional employer located in the vibrant town of Horsham, offering a dynamic work culture that prioritises employee well-being and professional growth. With a strong focus on collaboration and innovation, employees enjoy flexible working arrangements, generous holiday allowances, and unique perks like a dog-friendly office and volunteer days, all while contributing to the success of the UK's number one HR software for SMEs. Join us to be part of a passionate team dedicated to making a meaningful impact in the HR industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Horsham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Breathehr. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Breathehr before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Horsham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Breathehr:Your cover letter is your chance to shine! Tell us why you want to work at Breathehr specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Breathehr!
How to prepare for a job interview at Breathehr
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
