Customer Success Manager

About us Humaans is building the next generation of infrastructure for the workplace; software designed for companies that are scaling fast, operating globally, and pushing into new boundaries. What started as a system of record has evolved into a broader platform for operating people globally. With Athena, our agentic AI layer, Humaans moves beyond data management into intelligent orchestration, connecting workflows across HR, IT, Finance, and Operations so organisations can act faster and with greater confidence, redefining how work gets done.

The Opportunity We’ve just launched Athena, an agentic AI workforce built for People teams. Athena builds specialist AI agents that answer, assign, and act across your existing stack, from onboarding to payroll. We’re looking for a Customer Success Manager who will pioneer how our customers adopt and extract value from this technology. This role is for someone who is using AI to draft success plans, synthesise customer data, and move faster than a traditional CSM.

The Role You’ll manage a portfolio of our strategic customers. But this isn’t traditional CS, you’ll be at the frontier of AI adoption in HR tech.

• Own the end-to-end customer relationship for strategic accounts, from onboarding through renewal and expansion.
• Conduct deep-dive discovery to define customer objectives, requirements, and the operational landscape needed to successfully deploy our solutions.
• Guide customers in tailoring and optimising our AI agent capabilities to solve unique operational challenges and maximise end-user resolution rates.
• Use AI tools to draft QBR materials, summarise call transcripts, flag account risk signals, and build repeatable assets faster.
• Proactively analyse performance data to track AI effectiveness, drive continuous improvement, and ensure customers realise measurable value (e.g., deflection, quality, CSAT).
• Build and execute success plans that tie platform usage and adoption to measurable business outcomes.
• Identify and close expansion opportunities across your portfolio, working closely with Sales on new logos.
• Act as the voice of the customer internally, closely collaborating with Product and Engineering to feed insights back and shape the roadmap.
• Develop playbooks, frameworks, and best practices for AI-enabled customer success as the function scales.
• Monitor account health proactively, mitigating churn risk before it materialises.

What We’re Looking For

• 4+ years of experience in Customer Success, Account Management, or a related customer-facing role, ideally in B2B SaaS.
• Customer-Centric: Deeply customer-obsessed, driven by delivering real, measurable business outcomes and value.
• Genuinely product-centric — you understand how software works, you’re curious about what’s under the hood, and you can translate technical capability into business value.
• AI-experienced — Has meaningfully changed how they work using AI, and can walk us through what they built, what broke, and what the outcome was.
• Commercial instinct — enough CS and commercial experience to navigate enterprise relationships, drive expansion, and have confident commercial conversations.
• Comfortable with pace and ambiguity — startup experience is a plus; you thrive when the playbook hasn’t been written yet.
• Excellent communication — you can run a room, write clearly, and earn trust quickly with senior stakeholders.
• High ceiling — we care more about your trajectory and potential than your tenure.

This is an in-person role. Our GTM team comes together in the office Monday through Thursday, while most of the team collaborates in person on Mondays, Tuesdays, and Thursdays.

Package & Benefits Early stage startups can be messy – we know that. We’re putting effort in providing you with the best employee experience and a quality driven environment in exchange for trusting us.

• Market-leading compensation that reflects your value.
• 25 days paid time off each year plus public holidays.
• Share Options with 5-year exercise window so you don’t feel pressure to exercise if you leave.
• Free Thursday lunches at HQ, quarterly team events, and company offsites.
• Top tier private coverage for health, vision and dental care.
• A new MacBook and tools you need to do your best work.
• Enhanced parental leave with up to 16 weeks for primary and 4 weeks for secondary.
• Learning & development budget.

Why Join Humaans Today? HR tech is having its AI moment and we’re positioned to own it. Humaans started as a next-gen HRIS taking on large incumbents in a massive market. We’ve since evolved into something even bigger: an AI platform that sits across workforce data and automates the operational layer of HR entirely; the natural progression of what we’ve been building toward. The product is highly differentiated. It’s built around a structured workforce data model that makes AI reliable in an HR context, something no one else has gotten right. Customers notice the difference immediately.

Our Commitment to Diversity At Humaans we’re looking for genuinely good people that are transparent and emphatic. We’re committed to providing equal opportunities, a diverse and inclusive work environment, and ensuring a fair interview process for everyone. You’re welcome to apply no matter your gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

Privacy notice We care about your privacy. When you apply for a role at Humaans, we’ll collect and process your personal data as part of our recruitment process. This includes things like your CV, contact details, and any other information you choose to share. We may also contact you about future opportunities. You can ask us to delete your data at any time. For more details, see our Privacy Policy.