At a Glance
- Tasks: Own customer outcomes, drive adoption, and ensure satisfaction for enterprise accounts.
- Company: Join Quinyx, a leader in Workforce Management solutions with a diverse culture.
- Benefits: Enjoy hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and shared success.
- Why this job: Make a real impact by helping customers achieve their business goals.
- Qualifications: Experience in managing enterprise accounts and strong relationship-building skills required.
The predicted salary is between 43200 - 72000 £ per year.
Senior Customer Success Manager (Sr CSM)
Quinyx is an innovative, agile tech company building workforce management solutions that streamline scheduling and time reporting for almost a million users worldwide. We value passion, quality, innovation, trust, and collaboration.
As a member of Quinyx, you\'ll be part of an inclusive and diverse workplace with a hybrid working set up, requiring attendance at our London office at least twice per week.
About The Role
The Senior Customer Success Manager acts as a trusted advisor and strategic partner to Quinyx’s largest and most complex customers, owning outcomes end‑to‑end and driving adoption, retention, and growth.
Responsibilities
- Own a portfolio of enterprise or high‑value accounts.
- Drive adoption, engagement, and measurable outcomes aligned with customer business objectives.
- Manage renewals, pricing adjustments, and contract discussions, collaborating closely with Key Account Managers to identify upsell and cross‑sell opportunities.
- Act as a trusted advisor, influencing senior decision‑makers and guiding strategic discussions that demonstrate ROI and business impact.
- Proactively monitor account health, identify risks early, and design mitigation plans to ensure retention and satisfaction.
- Analyze customer data to identify trends, forecast needs, and surface actionable insights that inform customer strategies and internal priorities.
- Partner with internal teams (Sales, Product, Analytics, Support, Customer Learning & Development, Implementation) to ensure seamless execution of success plans.
- Lead internal win rooms and alignment sessions to drive focus and collaboration around key customer goals.
- Hold periodic roadmap reviews with customers, aligning Quinyx’s product evolution with their strategic objectives.
- Deliver compelling presentations and product demonstrations to showcase value and drive adoption.
- Provide peer‑level guidance to other CSMs, sharing best practices and contributing to a culture of collaboration, knowledge sharing, and continuous improvement.
- Lead or contribute to Customer Success improvement projects, helping to refine processes, tools, and playbooks across the team.
Qualifications
- Proven experience managing and growing enterprise or strategic customer portfolios, including successful contract renewals and expansions.
- Strong influencing and relationship‑building skills, with experience engaging C‑level executives and senior stakeholders.
- Commercially minded, able to connect customer outcomes to business impact and ROI.
- Analytical and data‑driven, able to interpret complex information and translate insights into actionable recommendations.
- Solid technical background, ideally with hands‑on experience in SaaS or license‑based software environments.
- Ability to simplify and communicate technical concepts clearly to both technical and non‑technical audiences.
- Excellent communication and presentation skills, confident in leading executive discussions, workshops, and negotiations.
- Highly organized and self‑driven, with a proactive approach to managing workload and competing priorities.
- Collaborative, team‑oriented, and passionate about contributing to shared success.
- Experience aligning customer roadmaps with product direction to deliver long‑term strategic value.
Desired
Experience in Payroll, HCM (Human Capital Management), Workforce Management, or related domains.
Benefits & Perks
Healthy lifestyle support with flexible work hours, enhanced vacation allowance, gym membership contribution, and the chance to participate in our yearly ugly Christmas sweater competition.
Life at Quinyx
We are a global team of 40 nationalities who enjoy Swedish Fika, workshops, group runs, and after‑work socials. We foster a family atmosphere and committed to sharing knowledge and supporting one another.
Equal Opportunity Statement
Quinyx provides equal employment opportunities and strives for an inclusive and diverse culture. All applications are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, or veteran status.
All candidates are subject to background checks.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service
Industry
Administrative and Support Services
Location & Salary
London, England, United Kingdom – £40,000.00 - £45,000.00 per annum.
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Senior Customer Success Manager in City of London employer: Quinyx
Quinyx is an exceptional employer that prioritises employee growth and collaboration within a vibrant, inclusive culture. Located in the heart of London, our hybrid work model allows for flexibility while fostering strong team connections, ensuring that every Senior Customer Success Manager can thrive in their role. With a focus on driving customer success and measurable outcomes, we empower our employees to take ownership of their portfolios and contribute to meaningful projects that shape the future of workforce management.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Quinyx. 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 Quinyx 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 Senior Customer Success Manager in City of 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 Quinyx:Your cover letter is your chance to shine! Tell us why you want to work at Quinyx 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 Quinyx!
How to prepare for a job interview at Quinyx
✨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.
