At a Glance
- Tasks: Manage client relationships and ensure they get the most from our AI-powered platform.
- Company: Join WorkBuzz, a fast-growing tech company transforming employee feedback.
- Benefits: Enjoy a competitive salary, share options, and flexible hybrid working.
- Other info: Dynamic culture that values individuality and offers excellent growth opportunities.
- Why this job: Be part of a mission-driven team making a real impact in employee listening.
- Qualifications: 1+ years managing SaaS clients and strong communication skills required.
The predicted salary is between 32000 - 36000 £ per year.
Location: Milton Keynes – based in office 2 days a week (hybrid)
Hours: Full time
Reporting to: Head of Customer Success
Salary: £32,000 – £36,000 + variable (15% of base OTE)
Framework: L2
About WorkBuzz
WorkBuzz was founded in 2018, has raised £12.5m funding and has 400 clients, including iconic brands like Five Guys, Butlins and Virgin. Our mission is to lead a new era of employee listening: AI-first, beyond surveys and turning employee voice into competitive advantage. Our AI-powered platform makes it easy for mid and large-sized companies to gather real-time employee feedback and uncover what truly matters.
The Role
We believe that great client experiences are the foundation of long‑term success. As a Customer Success Manager, you’ll own a portfolio of mid-market accounts (broadly £15k–£25k ARR) end to end, from onboarding through to renewal. You’ll act as a trusted advisor, helping clients get real value from WorkBuzz, from initial onboarding through to ongoing adoption. The role carries commercial accountability across NPS, health score, NRR and upsell, alongside responsibility for client relationships and delivery. You’ll be expected to spot churn risks and expansion opportunities early.
Key Responsibilities
- Portfolio ownership — Growing and retaining a portfolio of mid-market clients.
- Relationship management — Building excellent relationships, becoming a trusted advisor and helping clients use platform features and best practice to meet their goals.
- Onboarding — Setting up WorkBuzz for new customers based on their unique challenges and goals.
- Training & enablement — Helping clients launch their own surveys and get maximum value from the platform.
- Journey Design — Supporting the design and optimization of the client journey and onboarding process.
- Risk & opportunity monitoring — Monitoring key client metrics to spot churn risk or expansion opportunity early and act on it.
- Data & CRM — Keeping customer success metrics and records accurate and current in Planhat.
- QBR Delivery — Delivering Quarterly Business Reviews and insight reviews.
- Commercial performance — Delivering against KPIs including NPS, Customer Health, Net Revenue Retention and upsell pipeline contribution.
- Flexibility — Occasional out-of-hours support, and travel to client visits and events.
- Travel — Occasional travel to client visits and events.
- Digital/ AI context - Digitally augmented. AI co-pilot support for QBRs and Onboarding Discovery/ Planning, Planhat triggers for renewals.
What this role is really like
This is not a light-touch or purely relationship-focused role. The executional elements, including accurate CRM records, well-run onboarding and QBR preparation, are a core part of delivering strong client outcomes. Success in this role requires strong organisational skills, attention to detail and a genuine interest in building deep platform knowledge, alongside the confidence to work with senior client stakeholders. It’s a genuinely fast-paced role that requires adaptability as the business continues to grow and evolve.
Requirements for the role
- 1+ years' experience managing SaaS clients through a full client lifecycle
- A track record of retention and growth impact within a portfolio, with a good eye for commercial detail
- Confidence communicating and influencing at senior levels
- Ability to lead client relationships independently
- Comfortable interpreting data for clients and translating it into clear, practical recommendations
- Strong technical aptitude — comfortable with platform admin, troubleshooting and process detail
- A growth mindset — always looking for ways to improve how you work
- Commercially aware, with the ability to recognise risk and opportunity before it's flagged by someone else
- Tech savvy, utilising AI tools for productivity and effectiveness in-role
- Able to adapt quickly in a changing environment
- Willing to travel for client meetings and events, with occasional out-of-hours support where required
Our culture is built on our values and the behaviours that bring them to life. We seek people who chime with our values and demonstrate, in their own way, behaviours that bring them to life. We’re not looking for one “type” of person - we value individuality and diversity. What matters most is that candidates demonstrate behaviours that support success in-role and make our culture thrive.
Why you’ll love working at WorkBuzz
- Our culture – WorkBuzz is fast-paced, dynamic and rewarding. Everyone has a voice and the smartest idea wins.
- Clear purpose – be part of building something which matters.
- Be the best you can be – we will invest in your development and help you grow.
- Competitive salary, share options, private health insurance and a range of other benefits.
- Flexible/ hybrid working – the opportunity to split your time between home working and our Milton Keynes office.
We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels respected, valued, and empowered to thrive. Our team is stronger when it is diverse and inclusive. We welcome applicants from all walks of life and our hiring decisions are based on merit - regardless of age, disability, race, religion or belief, sex, gender, sexual orientation, gender reassignment, pregnancy or maternity, marital or civil partnership status. If you need any adjustments or support during the recruitment process, please don’t hesitate to let us know. We’re here to ensure a fair and accessible experience, removing barriers that may impede someone’s progress based on their unique circumstances.
Customer Success Manager in Milton Keynes employer: WorkBuzz
WorkBuzz is an exceptional employer that champions innovation and employee engagement in the heart of Milton Keynes. With a strong focus on professional development, our collaborative work culture fosters creativity and growth, while our commitment to leveraging AI tools ensures that you will be at the forefront of transforming employee insights into impactful strategies. Join us for a rewarding career where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WorkBuzz. 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 WorkBuzz 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 Customer Success Manager in Milton Keynes
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 WorkBuzz:Your cover letter is your chance to shine! Tell us why you want to work at WorkBuzz 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 WorkBuzz!
How to prepare for a job interview at WorkBuzz
✨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.
