At a Glance
- Tasks: Engage customers through innovative programs and ensure they maximise their JobAdder experience.
- Company: Join a forward-thinking company focused on customer success and growth.
- Benefits: 12-month fixed term contract with opportunities for professional development.
- Other info: Collaborative environment with a focus on innovation and customer value.
- Why this job: Shape the future of customer success and make a real impact on client satisfaction.
- Qualifications: Experience in Customer Success or related roles, strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
As a Scaled Success Customer Success Manager, you’ll own adoption, retention, and growth, delivered through scalable, repeatable programs rather than 1:1 customer management. You’ll manage a large portfolio of accounts using automated workflows, lifecycle campaigns, group enablement sessions, and data-informed interventions. Your mission is to ensure every customer gets the right guidance at the right time to maximise value from their JobAdder investment. This role sits at the intersection of customer education, program design, product adoption, and revenue retention, focused entirely on the post-onboarding customer journey. Please note, this is a 12 month Fixed Term Contract.
What You’ll Do
- Engage a large portfolio of customers through email, in-app messaging, webinars, office hours, and group sessions.
- Run post-onboarding programs to drive activation, adoption, and renewal readiness.
- Partner with CX, Enablement, and Product Marketing to create scalable engagement and education content.
- Identify adoption trends and usage gaps, and run campaigns to boost feature use and value delivered.
- Act as the customer voice, highlighting friction points and opportunities to Product and Enablement teams.
- Own renewals, proactively managing timelines, forecasts, and outreach.
- Spot churn risk early and execute retention plans while supporting upgrades, plan changes, and expansion opportunities.
- Lead 1:few initiatives like cohort workshops, industry sessions, and use-case deep dives.
- Provide 1:1 support for high-risk, high-value, or escalated accounts.
- Manage relationships across a high volume of accounts, offering expert guidance on JobAdder and its integrations.
- Keep CRM and success data accurate, prioritising actions based on health and usage signals.
- Collaborate across teams to prevent churn, drive adoption, and maximize long-term customer value.
About You
- Experience in Customer Success, Lifecycle Management, Growth, or Enablement roles within a B2B SaaS environment.
- Skilled at managing a high-volume customer portfolio using systems, automation, and structured communication.
- Strong communicator; equally comfortable creating impactful emails, leading webinars, or driving cohort-based discussions.
- Adept at identifying adoption patterns and delivering enablement that moves the needle for customers.
- Comfortable working cross-functionally and influencing internal teams through data, trends, and customer feedback.
- Bonus: Experience in recruitment tech, HR software, ATS, or CRM platforms.
Why Join Us?
You’ll help shape the future of how we deliver Customer Success at scale. This role sits at the centre of a strategic shift, ensuring every customer gets value, regardless of size or touch model. You’ll work across CS, Product, and Marketing to build a scalable, proactive engine that drives product adoption, customer satisfaction, and commercial growth across our Mid-Market base.
Scaled Customer Success Manager - 12M Fixed Term Contract in London employer: JobAdder
At JobAdder, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. As a Scaled Customer Success Manager, you'll be part of a forward-thinking team dedicated to delivering exceptional customer experiences while enjoying benefits such as flexible working arrangements and opportunities for professional advancement. Join us in shaping the future of Customer Success, where your contributions will directly impact our customers' success and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Scaled Customer Success Manager - 12M Fixed Term Contract in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JobAdder. 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 JobAdder 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 Scaled Customer Success Manager - 12M Fixed Term Contract 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 JobAdder:Your cover letter is your chance to shine! Tell us why you want to work at JobAdder 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 JobAdder!
How to prepare for a job interview at JobAdder
✨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.
