At a Glance
- Tasks: Manage enterprise accounts, ensuring clients achieve value and expand usage of our platform.
- Company: Join a leading HR tech company in London with a strong focus on customer success.
- Benefits: Competitive salary, annual bonus, 25 days holiday, hybrid working, and equity options.
- Other info: Dynamic team environment with opportunities for professional growth and development.
- Why this job: Make a real impact by helping clients succeed and grow with innovative software solutions.
- Qualifications: 3–5 years in customer success or account management within enterprise SaaS.
The predicted salary is between 50000 - 65000 £ per year.
About NextStep
NextStep connects top consulting talent with high‑potential opportunities through smart, AI‑powered matching. We partner with ambitious companies across sectors to place experienced professionals in roles where they can have a real impact.
About the Company
Our client is a London‑based HR technology company providing workforce planning and talent management software to enterprise clients across financial services, retail, and healthcare. With 110 staff and £22m ARR, the business has a 94% gross retention rate and is investing in Customer Success as a strategic function to protect and expand its enterprise base.
The Role
As Customer Success Manager, you will own a portfolio of enterprise accounts, building relationships with HR and operational stakeholders to ensure clients are achieving measurable value from the platform and expanding usage over time.
What You’ll Do
- Own the end‑to‑end success journey for a portfolio of 15–25 enterprise accounts, from onboarding through to renewal.
- Conduct executive business reviews, presenting ROI data and surfacing new use cases.
- Monitor product adoption and engagement metrics to identify at‑risk accounts early.
- Collaborate with sales on renewal and expansion conversations.
- Synthesise customer feedback and bring the voice of the customer into product and leadership discussions.
What We’re Looking For
- 3–5 years of experience in customer success or account management within enterprise SaaS.
- Track record of managing renewals and driving expansion revenue.
- Confident presenting to senior HR and C‑suite stakeholders.
- Experience with Gainsight, ChurnZero, or a comparable CS platform is desirable.
Compensation & Benefits
Base salary of £50,000 – £65,000, depending on experience. Annual bonus linked to net revenue retention targets. 25 days holiday and hybrid working from London. Pension, private health, and equity options.
Customer Success Manager (B2B SaaS) employer: NextStep
NextStep's client is an exceptional employer, offering a dynamic work culture that prioritises employee growth and innovation in the HR technology sector. With a strong focus on customer success, employees benefit from a supportive environment that encourages collaboration and professional development, alongside competitive compensation and comprehensive benefits including hybrid working options and equity opportunities. Located in London, this company not only values its staff but also empowers them to make a significant impact within enterprise clients across various industries.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (B2B SaaS)
✨Tip Number 1
Network like a pro! Reach out to current or former employees of the company you're eyeing. A friendly chat can give us insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent projects. We want to show that we’re not just interested in the role, but also in how we can contribute to their mission and success.
✨Tip Number 3
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. We need to be confident and articulate when discussing our experience and how it aligns with the Customer Success Manager role.
✨Tip Number 4
Follow up after the interview! A quick thank-you email can keep us on their radar and show our enthusiasm for the position. Let’s remind them why we’re the perfect fit for their team!
We think you need these skills to ace Customer Success Manager (B2B SaaS)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Success Manager. Highlight your experience in customer success or account management, especially within enterprise SaaS. We want to see how you've driven renewals and expansion revenue!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how you can help our clients achieve measurable value. Don't forget to mention any relevant tools like Gainsight or ChurnZero that you've used.
Showcase Your Achievements:When detailing your experience, focus on specific achievements. Did you increase product adoption or improve retention rates? We love numbers, so quantify your successes to make your application stand out!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at NextStep
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like NPS, churn rate, and product adoption. Being able to discuss these metrics confidently will show that you understand the importance of measuring success in a B2B SaaS environment.
✨Prepare for Executive Conversations
Since you'll be presenting to senior HR and C-suite stakeholders, practice articulating your value proposition clearly and concisely. Use examples from your past experience where you've successfully communicated ROI or driven expansion revenue to demonstrate your capability.
✨Familiarise Yourself with Relevant Tools
If you have experience with Gainsight, ChurnZero, or similar platforms, make sure to highlight this during the interview. If not, take some time to learn about these tools and how they can enhance customer success strategies, as it shows your commitment to the role.
✨Showcase Your Relationship-Building Skills
Customer success is all about relationships. Prepare examples of how you've built strong connections with clients in the past, especially in enterprise settings. This will help illustrate your ability to manage a portfolio of accounts effectively.
