At a Glance
- Tasks: Manage enterprise accounts and ensure clients achieve success with our platform.
- Company: Dynamic HR tech company in London with a focus on customer success.
- Benefits: Competitive salary, annual bonus, 25 days holiday, and hybrid working.
- Other info: Join a growing team with excellent career development opportunities.
- Why this job: Make a real impact by helping clients maximise their use of innovative software.
- Qualifications: 3-5 years in customer success or account management, confident with senior stakeholders.
The predicted salary is between 50000 - 65000 £ per year.
About NextStep
NextStep connects top consulting talent with high‑potential opportunities through smart, AI‑powered matching. We partner with ambitious companies across sectors to place experienced professionals in roles where they can have a real impact.
About the Company
Our client is a London‑based HR technology company providing workforce planning and talent management software to enterprise clients across financial services, retail, and healthcare. With 110 staff and £22m ARR, the business has a 94% gross retention rate and is investing in Customer Success as a strategic function to protect and expand its enterprise base.
The Role
As Customer Success Manager, you will own a portfolio of enterprise accounts, building relationships with HR and operational stakeholders to ensure clients are achieving measurable value from the platform and expanding usage over time.
What You’ll Do
- Own the end‑to‑end success journey for a portfolio of 15–25 enterprise accounts, from onboarding through to renewal.
- Conduct executive business reviews, presenting ROI data and surfacing new use cases.
- Monitor product adoption and engagement metrics to identify at‑risk accounts early.
- Collaborate with sales on renewal and expansion conversations.
- Synthesise customer feedback and bring the voice of the customer into product and leadership discussions.
What We’re Looking For
- 3–5 years of experience in customer success or account management within enterprise SaaS.
- Track record of managing renewals and driving expansion revenue.
- Confident presenting to senior HR and C‑suite stakeholders.
- Experience with Gainsight, ChurnZero, or a comparable CS platform is desirable.
Compensation & Benefits
Base salary of £50,000 – £65,000, depending on experience. Annual bonus linked to net revenue retention targets. 25 days holiday and hybrid working from London. Pension, private health, and equity options.
Customer Success Manager employer: Grand Arcade
NextStep is an exceptional employer, offering a dynamic work culture that prioritises employee growth and innovation within the HR technology sector. With a strong focus on customer success, employees benefit from a supportive environment that encourages collaboration and professional development, alongside competitive compensation packages and flexible working arrangements in the vibrant city of London.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the HR tech space and let them know you're on the hunt for a Customer Success Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its products. Understand their customer success metrics and be ready to discuss how you can help improve them. Show them you’re not just another candidate, but someone who’s genuinely interested in their mission.
✨Tip Number 3
Practice your pitch! You’ll want to confidently present your experience and how it aligns with managing enterprise accounts. Think about specific examples where you've driven renewals or expanded usage—those stories will make you stand out.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, applying directly shows your enthusiasm and commitment to joining the team.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in managing enterprise accounts and any relevant SaaS background. We want to see how you can bring value to our client!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your skills align with the job. Don’t forget to mention any specific achievements that demonstrate your impact in previous roles.
Showcase Your Communication Skills:As a Customer Success Manager, you'll be presenting to senior stakeholders. Make sure your application reflects your ability to communicate clearly and effectively. We love seeing examples of how you've engaged with clients or led discussions in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any updates. Plus, it’s super easy!
How to prepare for a job interview at Grand Arcade
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like NPS, churn rate, and product adoption. Be ready to discuss how you've used these metrics in your previous roles to drive results and improve client relationships.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with clients, especially in enterprise settings. Think about specific instances where you turned a challenging situation into a success story, as this will resonate well with the hiring team.
✨Familiarise Yourself with Their Product
Take some time to understand the HR technology products offered by the company. Being able to speak knowledgeably about their platform and how it can benefit clients will demonstrate your genuine interest and readiness for the role.
✨Prepare for Executive Conversations
Since you'll be presenting to senior stakeholders, practice articulating your thoughts clearly and confidently. Prepare a mock executive business review presentation that highlights ROI and potential use cases, as this will showcase your ability to communicate effectively at all levels.
