Customer Success Manager ER

As a Customer Success Manager (CSM), you will play a critical role in retaining, developing and growing relationships with senior customer stakeholders across our outsourced employee relations (ER), software, and combined service customers. This role requires credible ER experience so that you can engage confidently with enterprise-sized clients, understand their people priorities and pain points, and act as a trusted partner who can recommend the right combination of products, services and support to help them achieve their objectives.

You will be expected to stay close to your customers’ strategic agendas, building relationships that are strong enough to surface upcoming organisational change, people-risk and ER challenges at an early stage. By understanding what each customer is working on, you will help ensure we can provide timely support with projects such as restructures, redundancy programmes, policy change, complex case management, ER transformation and other people-related initiatives. Beyond retention, you will also contribute to account growth by identifying where our wider products and services can genuinely address customer needs and create measurable value.

Key Responsibilities:

Customer Relationship Management:

• Build and nurture long-term, strategic relationships with senior stakeholders within assigned customer accounts, acting as a credible ER/HR peer to people directors, HR leaders, employee relations teams and transformation stakeholders.
• Serve as the primary point of contact for customer account escalations and ensure timely resolution of issues.
• Conduct regular check-ins, QSRs (Quarterly Service Reviews), ASRs (Annual Service Reviews) and strategic discussions to understand each customer’s business priorities, people agenda and emerging ER risks, including forthcoming projects such as restructures, redundancies, policy reviews or organisational change where our support may be required.

Revenue Growth:

• Identify and develop upsell and cross-sell opportunities within the customer base by using ER/HR insight to advise customers on additional products and services that directly address their pain points, reduce people risk, improve capability or support strategic change.
• Collaborate with the Sales/Marketing/Professional Services teams to develop and present compelling business cases for additional products and services.
• Monitor customer usage, adoption trends, ER advice-line activity and wider relationship intelligence to proactively identify retention risks,
• expansion opportunities and moments where timely expert support would create value for the customer.

Customer Success Planning:

• Develop and execute Customer Success Plans tailored to each customer’s business goals, people strategy, ER priorities, known pain points and agreed commercial objectives.
• Track and report on key performance metrics such as customer health scores, NPS (Net Promoter Score), NRR (Net Revenue Retention), GRR (Gross Revenue Retention), renewal rates, adoption levels and account growth opportunities.
• Monitor and support the customer journey, ensuring a smooth transition from sales through implementation and onwards to BAU.

Employee Relations Partnership:

• Act as a knowledgeable and commercially aware point of contact for ER advisory customers, proactively managing the advice-line relationship and bringing specialist insight to how the service supports the customer’s people strategy, operating model and risk profile.
• Translate ER case data, advice-line themes, customer conversations and wider workforce trends into strategic recommendations that demonstrate value, support retention and identify where additional advisory, project, software or training support would benefit the customer.
• Maintain current knowledge of employment law, ER best practice, and people-management trends to provide credible, strategic guidance to customers.

Cross-functional Collaboration:

• Liaise with Product, Support, Sales, Marketing, Professional Services, and other departments to ensure a unified and seamless customer experience.
• Advocate for customer needs and feedback in internal meetings, contributing to product roadmap discussions and feature prioritisation.
• Partner with the Marketing team to develop case studies, testimonials, and other customer advocacy initiatives.

Customer Retention:

• Develop and implement strategies to mitigate churn, improve customer retention rates and ensure customers clearly understand the value being delivered across ER advisory, software and wider services.
• Conduct root-cause analysis on lost accounts and work with internal teams to address identified gaps.
• Maintain a proactive account rhythm that keeps the business close to each customer’s strategic priorities, enabling early conversations about forthcoming people projects and ensuring the right internal teams are engaged at the right time.
• Maintain a deep understanding of the product, the ER advisory service, employment law, and industry trends to provide strategic advice to customers.

Skills/Qualifications/Experience:

Experience:

• 5+ years of experience in an employee relations, HR, or people-advisory role, ideally combined with customer success, account management, or client-facing experience within a B2B SaaS or professional services environment.
• Proven track record of managing and growing ARR through upsell and cross-sell strategies.
• CIPD qualification (Level 5 or above, or equivalent) with demonstrable experience advising on employee relations matters.
• Sound working knowledge of UK employment law and ER best practice, with the ability to apply it commercially in a customer-facing context.

Skills:

• Strong relationship-building skills with experience working with senior-level stakeholders, including HR directors and people leaders, with the credibility that comes from genuine ER expertise.
• Excellent communication, presentation, and negotiation skills.
• Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
• Excellent problem-solving and troubleshooting abilities.
• Empathy and patience when dealing with customer issues.
• Ability to work independently and collaboratively in a team environment.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Sound ER judgement and the commercial awareness to translate employee relations expertise into customer value and revenue growth.

Technical Proficiency:

Proficiency in Customer Success software (e.g., Gainsight, ChurnZero) and CRM tools (e.g., Salesforce, Hubspot).

AdviserPlus is fully committed to the principle of equal opportunities in employment and opposes all forms of unlawful or unfair discrimination, direct or indirect. All employees are expected to promote and work fully in line with the company’s Equal Opportunities Policy.

AdviserPlus is a Disability Confident Leader employer and welcomes applications from disabled people. If disabled applicants meet the minimum criteria for the job, they can request and will be offered a guaranteed interview. Should applicants require reasonable adjustment support for the interview, please contact the Resourcing Team.

The Company

AdviserPlus, part of the Empowering People Group, is a leading provider of employee relations (ER) transformation solutions. Through an innovative approach, they reshape ways of working, empowering managers to confidently self-serve people matters, enhancing employee experiences while driving cost savings and productivity gains.
Since 2001, AdviserPlus has been simplifying and streamlining HR processes with data-driven ER solutions that create agile, resilient workforces. Its empower® platform reduces dependency on HR, allowing professionals to focus on strategic priorities while equipping managers with the confidence to lead effectively.

AdviserPlus HR technology & services 69 subscribers

AdviserPlus Business Solutions Ltd, Pioneer House, Pioneer Business Park, North Road, Ellesmere Port. CH65 1AD. UK
info@adviserplus.com
0844 327 2293

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