At a Glance
- Tasks: Support customers in launching and scaling employee benefits using our innovative platform.
- Company: Join Happl, a top UK startup revolutionising employee benefits with AI.
- Benefits: Competitive salary, equity, flexible working, and a wellbeing budget.
- Other info: Rapid career progression in a dynamic, hybrid work environment.
- Why this job: Shape the future of employee benefits while driving real impact for global teams.
- Qualifications: 3+ years in Customer Success or Account Management, strong analytical and communication skills.
The predicted salary is between 36000 - 60000 £ per year.
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).
Customer Success Manager in London employer: Happl
At Happl, we are committed to fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Success Manager, you will enjoy competitive compensation, meaningful equity in a rapidly growing startup, and a flexible hybrid working environment that promotes work-life balance. With ample opportunities for professional development and a supportive team atmosphere, Happl is an excellent employer for those looking to make a significant impact in the employee benefits landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Happl. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Happl before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Happl:Your cover letter is your chance to shine! Tell us why you want to work at Happl specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Happl!
How to prepare for a job interview at Happl
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
