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) in London employer: NextStep
NextStep is an exceptional employer, offering a dynamic work culture that prioritises employee growth and innovation within the HR technology sector. With a strong focus on customer success, employees benefit from a collaborative environment, competitive compensation, and comprehensive perks including hybrid working, generous holiday allowances, and equity options, all while making a tangible impact in enterprise client relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (B2B SaaS) in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in customer success or SaaS. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their customer success strategies and be ready to discuss how you can contribute to their goals. Show them you’re not just another candidate!
✨Tip Number 3
Practice your presentation skills! As a Customer Success Manager, you'll need to present ROI data and engage with senior stakeholders. Get comfortable with presenting your ideas clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace Customer Success Manager (B2B SaaS) in London
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 your application and ensures you don’t miss 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
Familiarise yourself with key customer success metrics like NRR (Net Revenue Retention) and product adoption rates. Be ready to discuss how you've used these metrics in your previous roles to drive success and renewals.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with stakeholders, especially in HR or C-suite environments. Highlight specific instances where your relationship management led to successful outcomes for both the client and your company.
✨Be Ready to Present ROI
Since you'll be conducting executive business reviews, practice presenting ROI data clearly and confidently. Use real-life examples from your past experiences to illustrate how you’ve demonstrated value to clients.
✨Understand the Company’s Product and Market
Research the company's workforce planning and talent management software thoroughly. Understand their target sectors and be prepared to discuss how you can help clients maximise their use of the platform based on industry-specific challenges.
