Senior Customer Success Manager (GBP 80-100K base, Bonus, Remote, Share Options) in London

Type: Full time

Salary: £80k–£100k base + performance bonus + share options

Location: Remote (work from anywhere within +/- 2 hours of UK time)

Meet The Guru

Resource Guru is a blissfully simple scheduling tool that helps busy teams stay on track. We boost efficiency, improve resource utilisation, and increase project profitability – while promoting a healthy work/life balance.

We’re proud to be one of the leaders in our category, trusted by customers in over 100 countries – including top creative agencies like Publicis, TBWA, Grey, BBH, and M&C Saatchi, as well as household names like NASA, Accenture, CNN, Kraft Heinz, and the NHS. They rely on Resource Guru to manage one of their most valuable assets – their people’s time.

We’re a small, fully remote team based across the UK and Europe. We collaborate mainly via Slack, with occasional meetups to connect, plan, and celebrate. See if this is the right place for you.

The role

This is a senior, hands‐on Customer Success role at the heart of our customer relationships and retention strategy. You’ll work directly with customers to ensure they successfully adopt Resource Guru and achieve their desired outcomes. You’ll guide best practices, drive adoption, proactively manage account health, and identify opportunities for renewals and expansion.

You’ll manage a mixed portfolio of customers, including enterprise accounts typically ranging from $10k–$250k ARR. You’ll also play an important role internally – helping shape how Customer Success operates as we grow. This includes improving processes, and developing playbooks.

Initially you’ll report directly to Percy (co‐founder) and collaborate closely with Product, Marketing, Sales, and the founders. As the company grows, it’s likely the role will transition to reporting into a Head of Customer.

We’re looking for someone comfortable with ambiguity, who enjoys building from first principles, and who can balance strategic thinking with hands‐on execution in a small SaaS environment.

What You’ll Be Doing

• Customer adoption and success
• Lead onboarding and implementation for larger customers.
• Run adoption and optimisation reviews to help customers get maximum value from the product.
• Help customers adopt Resource Guru effectively and achieve their desired outcomes.
• Deliver training, product demos, and customer workshops where appropriate.
• Help customers adopt new features and best practices.
• Act as a strategic partner to key customers, helping them improve scheduling workflows, utilisation, and team planning.

Account management and revenue growth

• Own a portfolio of customer accounts, including enterprise customers.
• Map and manage key stakeholders within customer organisations to strengthen relationships and drive adoption.
• Own and drive renewals and expansion opportunities.
• Identify opportunities for deeper adoption, additional seats, or broader use across teams.
• Maintain accurate account records and forecasts in HubSpot.

Customer health and retention

• Monitor engagement and account health signals.
• Use product usage data and engagement signals to identify adoption opportunities, expansion potential, and churn risks – and intervene where appropriate.
• Track and improve key metrics such as gross retention, net revenue retention, and product adoption.

Customer insight

• Act as the voice of the customer internally.
• Share structured feedback with Product and Design teams.
• Help identify opportunities to improve the product and customer experience.
• Identify opportunities for customer advocacy, including case studies, testimonials, and references.

Team development

• Help develop Customer Success playbooks, lifecycle programs, and best practices.
• Contribute to building a scalable Customer Success function.

AI and modern tooling

AI tools are increasingly part of how modern SaaS teams work. In this role, you should be comfortable:

• Using AI tools (such as ChatGPT, Claude, or similar) to improve productivity.
• Using AI to analyse customer information, summarise insights, and improve communication.
• Experimenting with new tools that help automate or improve Customer Success workflows.
• Using AI responsibly and with appropriate care for customer data security and privacy.

You don’t need to be an AI expert – but you should be curious and comfortable integrating AI tools into your workflow.

What We’re Looking For

• 5+ years experience in Customer Success, Account Management, or a similar customer‐facing SaaS role.
• Experience managing B2B SaaS customers, including larger or enterprise accounts.
• Proven track record of improving retention, expansion, or product adoption.
• Strong communication and relationship‐building skills.
• Commercial awareness and confidence driving renewal and expansion conversations.
• Highly organised with the ability to manage multiple accounts effectively.
• Comfortable working in a small, fast‐moving SaaS company.

Why You Might Love It Here

• A meaningful role helping shape Customer Success at a growing SaaS company.
• You’ll help shape how hundreds of teams understand and adopt Resource Guru.
• The opportunity to work closely with experienced founders and a thoughtful, low‐ego team.
• A remote‐first culture with flexibility and autonomy.
• Stock options so you benefit from the company’s success.
• Regular team meetups and occasional travel opportunities.
• We value a focused workplace free from political agendas and culture wars – prioritising great work, happy customers, and shared success.

Our Hiring Process

• Meet with Imogen (Talent/People Ops): 25‐30m video call. Imogen will tell you a bit more about what it’s like to be on Team Guru. Please come prepared with any questions about our ways of working or team structure.
• Meet with Percy (co‐founder): 45‐60m video call. This will follow a typical interview format with an opportunity for you to ask questions and learn more about the role.
• Short take‐home task: 1‐2h. As part of the process, we’ll ask you to complete a brief, hypothetical exercise to help us understand how you think and work – no unpaid "real work," and nothing will be used commercially.
• Meet with Andrew (co‐founder): 45‐60m video call. This will follow a typical interview format with an opportunity for you to ask questions and learn more about the role.
• Reference checks
• Offer!

What We’re Offering

• A great salary
• Stock options
• Work from anywhere you like (within at least +/- 2 hours of UK time) – co‐working space will be provided if necessary
• 30 days paid holiday + Dec 24 – Jan 1 company holiday
• Birthday off + house move day off
• Flexible hours
• Annual training and conference allowance – £3,000
• A home office equipment contribution upon joining (then every 3 years) – £1,000
• Budget to visit local or international colleagues
• Monthly health & wellbeing contribution – to be used as you see fit – £100
• Pension contribution
• International travel – We host Guru Gatherings where we all get a chance to see each other in HD. Past locations have included Budapest, Dublin, London, Barcelona and Cape Town.