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: Exciting opportunity for career growth in a supportive environment.
- Why this job: Join a growing team and make a real impact in customer success.
- Qualifications: 3-5 years in customer success or account management, SaaS experience preferred.
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. On behalf of a client in our partner network, we are currently looking for a Customer Success Manager to join their team.
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 in London employer: Grand Arcade
NextStep is an exceptional employer, offering a dynamic work culture that prioritises employee growth and innovation within the HR technology sector. Based in London, the company provides a supportive environment with competitive benefits, including a generous holiday allowance, hybrid working options, and opportunities for professional development, making it an ideal place for those looking to make a meaningful impact in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨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 lookout for a Customer Success Manager role. You never know who might have the inside scoop on opportunities or can refer you directly.
✨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 presentation skills! Since you'll be presenting ROI data and engaging with senior stakeholders, being confident and clear in your communication is key. Consider doing mock presentations with friends or mentors to get comfortable.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of great opportunities, and applying directly can sometimes give you an edge. Plus, it shows you’re proactive and serious about landing that Customer Success Manager gig.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Success Manager. Highlight your experience in customer success or account management, especially within enterprise SaaS. We want to see how you've driven renewals and expansion revenue!
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 you can bring value to our client's HR tech company. Be sure to mention any relevant tools like Gainsight or ChurnZero.
Showcase Your Achievements:When detailing your experience, focus on specific achievements. Did you increase product adoption or improve retention rates? We love numbers, so quantify your successes to make your application stand out!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in directly!
How to prepare for a job interview at Grand Arcade
✨Know Your Customer Success Metrics
Familiarise yourself with 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 satisfaction.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with stakeholders in past positions. Highlight specific instances where your relationship management led to successful renewals or expansions, especially with senior HR or C-suite executives.
✨Understand the Company’s Product
Dive deep into the company’s workforce planning and talent management software. Be prepared to discuss how you can help clients achieve measurable value from the platform and suggest potential use cases based on your understanding of their needs.
✨Prepare for Executive Business Reviews
Practice presenting ROI data and insights clearly and confidently. Think about how you would conduct an executive business review and be ready to demonstrate your ability to synthesise customer feedback into actionable strategies for both the client and the company.
