Customer Success Manager in City of London

Role Overview

You will build trusted relationships with Talent Acquisition teams, understand their hiring priorities and work closely with customers to improve hiring outcomes through Archer. Combining customer insight, commercial ownership and Archer’s unique market intelligence, you will help customers make better hiring decisions, adopt AI-powered hiring workflows and realise measurable business value.

You will own the customer lifecycle from onboarding through renewal, ensuring customers continue to succeed while identifying opportunities to grow the partnership over time. This is a highly commercial Customer Success role that requires strong relationship management, commercial awareness and a passion for helping customers transform how they attract talent.

Success in this role is measured by customer outcomes, revenue retention and your ability to create long-term value for both your customers and hackajob. The Customer Success Manager is responsible for the long-term success and commercial growth of their portfolio. Through proactive customer management, successful Archer adoption, and measurable customer outcomes, they are responsible for delivering Net Revenue Retention through renewals, expansion, and long-term customer value.

Key Responsibilities

• Own Your Customer Portfolio
  • Take full ownership of the customer relationship across your portfolio.
  • Build trusted relationships with recruiters, Talent Acquisition leaders and hiring stakeholders.
  • Develop Success Plans aligned to customer hiring priorities.
  • Maintain a proactive understanding of customer hiring demand, organisational changes and future workforce plans.
  • Own customer health, identifying risks early and implementing success plans before they become commercial issues.
• Deliver Customer Value Through Archer
  • Help customers maximise the value they achieve from Archer.
  • Lead customer onboarding and adoption of Archer.
  • Partner with FDEs to ensure Archer is optimised for every customer.
  • Drive customer adoption through workflow optimisation, calibration and enablement.
  • Deliver business reviews that clearly demonstrate measurable hiring outcomes and the value customer is getting from Archer.
  • Use Archer data and customer insight to recommend improvements that increase recruiter productivity and hiring success.
• Own Commercial Performance
  • Take responsibility for retaining and growing your portfolio.
  • Own renewal conversations and commercial negotiations across your accounts.
  • Use frameworks like MEDDPICC to forecast revenue accurately and proactively manage renewal risk.
  • Identify, qualify and progress expansion opportunities.
  • Position multi-year agreements where appropriate.
  • Build commercial success plans that maximise NRR across your portfolio.
• Drive Growth Through Customer Success
  • Create opportunities for customers to realise more value from Archer.
  • Identify opportunities to expand Archer into new teams, hiring programmes and business units.
  • Use customer insight to recommend new use cases and product capabilities.
  • Build stakeholder relationships that create long-term commercial opportunities.
  • Partner with Product, Marketing and Sales where appropriate to maximise customer value.
• Shape the Future of Archer
  • Represent the voice of customers across hackajob.
  • Partner closely with Product, Engineering and Leadership to influence Archer’s roadmap through customer insight.
  • Identify emerging hiring trends, workflow challenges and opportunities to improve the customer experience.
  • Share customer learnings and best practice across the Customer Success organisation.
  • Help shape the future of AI-powered hiring by ensuring customer feedback directly informs product development.
• Operate Efficiently at Scale
  • Use technology, automation and AI to maximise customer impact.
  • Leverage AI to automate administrative work and increase customer-facing time.
  • Use customer health data and success signals to prioritise your portfolio effectively.
  • Encourage customers to adopt scalable self-service resources where appropriate.
  • Continuously improve the way Customer Success operates by embracing new technology and AI-powered workflows.
  • Contribute to scalable processes and best practices that enable the wider team to succeed.