Customer Success Manager (HOME WORKING) in London

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We combine technology, data and insight to give employer brand and talent leaders the evidence they need to make smarter decisions. We're a small, ambitious team with a lot of room to grow, and we're looking for someone who can help us strengthen our customer relationships, grow our accounts and build a more scalable customer experience. This is a founding Customer Success role with real commercial and strategic scope. You'll own the day-to-day success of Wisdom's customers: onboarding them well, helping them get value from the platform, spotting risks early and making sure they have a strong reason to renew. But because we're a small team, the role goes beyond traditional Customer Success. You'll also contribute to pitches and demos, identify and help convert growth opportunities within existing accounts, bring customer insight into product and strategy decisions, and help us build the processes we need to support more customers without adding unnecessary complexity. Customer Success & RelationshipsOwn relationships with key client stakeholders and build trusted, long-term partnerships keeping customers informed, supported and engaged throughout the contractLead onboarding, training and ongoing customer supportHelp customers understand how to use Wisdom and turn the platform into something they rely onMonitor adoption, engagement and account health, identifying at-risk accounts early and putting clear recovery plans in placeGrowth & CommercialOwn renewal planning and help build a clear commercial case for renewalHelp shape and support upsell conversationsContribute to new-business pitches and platform demosBring real customer examples, proof points and insight into commercial conversationsTurn customer feedback into structured input for Product and StrategyOperations & ScaleBuild and improve repeatable onboarding, training and support processesMaintain clear account, renewal and risk trackingImprove documentation, workflows and customer communicationsWhat are we looking for? We're looking for someone who has already owned customer relationships in a SaaS, technology or data-led business and is comfortable operating with a high level of autonomy. 5+ years managing customers across onboarding, adoption, risk and renewal, ideally across a B2B SaaS productHave built and grown relationships with senior stakeholders, identifying and developing expansion opportunities alongside using customer feedback and behaviour to improve product or service deliveryWorked with commercial teams on pitches and new-business conversationsManaged multiple accounts and priorities without losing attention to detailOperated in an agile, fast-paced environment and built processes, not just followed themYou'll be: Personable, confident and credible with clientsCommercially mindedHighly organised and comfortable taking ownershipCurious and analytical - interested in why customers behave the way they doProactive about spotting problems before they become bigger onesComfortable with data and able to turn insight into a clear storyPragmatic and willing to get stuck in when neededComfortable and proficient with using AI toolsWhat's in it for you? This is a chance to take real ownership in an early-stage SaaS business while working with major global brands from day one. Real ownershipYou won't be inheriting a rigid Customer Success playbook. You'll have the opportunity to shape how we onboard, support, retain and grow customers as Wisdom scales. Commercial exposureYou'll work across the full customer lifecycle, from pitches and demos through to adoption, expansion and renewal, and have a direct role in helping grow recurring revenue. Big clients, small teamYou'll get the autonomy and pace of a startup, alongside exposure to household-name organisations and senior employer brand and talent leaders. Whether it's keeping the office stocked up with snacks, sending you a care package when you're poorly, or planning the next Wiser party, they make the office a much happier placeA culture calendar full of options - from black tie to sports day, book club or run club, there's something for everyone. We're pretty proud of the space we have here - from phone booths to walking pads, all the way to a rainforest for focus-time... whatever vibe you need, you can find it here. The W breakfast - our Happiness team makes sure everyone starts the day right with a hotel-worthy breakfast spread. Fancy coffee tap and unlimited fizzies on offer too. On top of your holiday allowance, the office also closes for up to 2 weeks over the festive period so we can all recharge before coming back in the new year. Birthday Bank Holiday - Take your birthday off, on us! Moving House Day - one of life's most stressful events made easier by an extra day off. Work from Anywhere - everyone has a number of days to work from home or wherever they fancy. Whether it's staying at home to snuggle your cat or working from Greece for a week in the summer, WFA is the answerTherapy - with 5 therapists to choose from, each year you can get up to x3 therapy sessions subsidised through Wiser to take either here in our own secret Log Cabin, externally or online (you pay 20 a session and we cover the rest)Vitality Health Insurance - full coverage once you've passed probation. From necessities like the dentist, doctors and opticians, to mega rewards like Champneys, gym and travel discounts, it's a winner. Gymbox - once passing probation, you can access our exclusive Wiser x Gymbox partnership where you can bag your Gymbox membership for less than half price. Apply (Go on... do it)Intro call with the Talent teamVideo call with the hiring managerTour of the gaff & a taskFinal with our COOAt Wiser, we're committed to fostering a culture where everyone feels empowered to be themselves and inspired to excel. We know that true creativity and innovation thrive when diversity is celebrated and everyone is given equal access to opportunities. We're building a team as diverse as the brands we work with, and our aim is to change the way people think about work. Feel free to reach out to our Talent Team if you need any adjustments to make our hiring process more accessible.