Customer Success Manager in London

We’re building the next generation of employee benefits infrastructure. At Happl, we help global teams design, manage, and scale benefits that actually work for their people by using AI, across flex allowances, benefits, insurance, recognition, and wellbeing, all in one intelligent platform.

About The Role

You’ll be a trusted partner to our customers, helping HR, Finance, and leadership teams successfully design, launch, and scale their employee benefits using Happl. You’ll combine strong relationship‑building skills with a proactive, analytical mindset, ensuring customers achieve meaningful outcomes and long‑term value from our platform. You’ll play a key role in driving customer retention, expansion, and advocacy, while working closely with Product, Sales, and Leadership to shape the future of Happl and the next generation of employee benefits infrastructure.

What You’ll Be Doing

• Owning the success of Happl’s customers, ensuring they successfully launch, adopt, and scale modern employee benefits globally.
• Becoming a trusted strategic partner to HR, Finance, and leadership teams, helping them design benefits programmes that drive real business and employee impact.
• Driving adoption, engagement, and long‑term value, ensuring Happl becomes a critical part of how organisations support their people.
• Leading structured success planning, executive check‑ins, and quarterly reviews to align Happl with evolving customer priorities and outcomes.
• Identifying expansion opportunities, strengthening relationships, and turning customers into long‑term partners and advocates.
• Proactively identifying risks, solving problems early, and protecting retention through thoughtful, high‑quality account management.
• Acting as the voice of the customer, influencing Happl’s product, roadmap, and future direction.
• Enabling customers to get the most from Happl through education, guidance, and hands‑on support across the full platform.
• Using data, AI, and modern tooling to drive smarter decisions, scale impact, and continuously improve the customer experience.
• Staying ahead of industry shifts in employee benefits, HR, and AI, helping customers remain competitive and future‑ready.

What We’re Looking For

• Ideally 3+ years experience in Customer Success, Account Management, or a customer‑facing SaaS role.
• Highly organised and proactive, with the ability to manage multiple accounts and priorities effectively.
• Analytical and data‑driven, comfortable using insights to guide decisions and improve customer outcomes.
• Excellent communicator, able to simplify complex topics and confidently engage executive stakeholders.
• Strong sense of ownership and accountability, with a bias toward action and problem solving.
• Comfortable using modern tools (CRM, customer success platforms, analytics tools, and AI tools like ChatGPT, Claude).
• Curious and eager to learn, with genuine interest in SaaS, HR technology, employee benefits, and emerging AI trends.

If you don’t meet every requirement but feel this role fits your trajectory, we’d still love to hear from you.

Why join Happl

• Help shape the future of employee benefits.
• Competitive base salary and commission.
• Meaningful equity in an early‑stage growing business.
• Flexible hybrid working from day one.
• Access to your own Happl benefits platform.
• Optional enrolment in Private Health Insurance.
• Optional enrolment in Dental insurance, including family cover.
• A flexible Wellbeing budget to spend on whatever wellbeing means to you.
• Learning & Development (L&D) allowance.
• Pension scheme from day one.
• Rapid career progression in a scaling Customer Success team.

About The Interview

• Call 1: 20‑min Intro call with Ben (COO & CoS).
• Call 2: 30‑min deep dive with Eve (Head of CS).
• Call 3: 30‑min deep dive with Ben T (CEO & Founder).

Additional Details

• Location: London, Waterloo.
• Team: Customer Success.
• Working arrangement: Hybrid (3+ Days in Office).