Senior Customer Success Manager

Employee Experience SaaS | Hybrid (Milton Keynes) | £60,000 - £70,000 + Bonus

We're partnering with a fast-growing, well-funded SaaS business in the employee experience and employee listening space, helping organisations better understand and act on employee feedback through AI-powered technology.

Following significant growth and continued success within enterprise accounts, they are looking to hire a Senior Client Success Manager to join their expanding Client Success function and take ownership of a portfolio of strategic customers.

You'll own key client relationships end-to-end, combining strategic account management, customer success, commercial ownership and delivery expertise to help enterprise clients maximise value from the platform.

You'll work closely with HR, People, Employee Experience and business leaders, helping organisations improve engagement, retention and performance through better workforce insights.

The business is on an exciting growth journey and has built a genuinely collaborative culture where ideas are listened to, people are encouraged to challenge the status quo, and everyone rolls their sleeves up to support one another when needed.

• Managing a portfolio of strategic and enterprise-level clients
• Building strong relationships with senior stakeholders and executive sponsors
• Leading onboarding, implementation and adoption initiatives
• Conducting strategic reviews and value-based client conversations
• Identifying adoption gaps, risks and growth opportunities
• Driving renewals, retention and Net Revenue Retention (NRR)
• Uncovering upsell and cross-sell opportunities across your account base
• Delivering insight-led sessions, training and results walkthroughs
• Creating and executing strategic account plans
• Acting as the voice of the customer internally and influencing product development
• Supporting the evolution of Client Success processes, playbooks and best practices

• Experience managing mid-market or enterprise SaaS customers
• Strong Customer Success and Account Management experience
• Proven ability to build relationships with senior stakeholders
• Commercial awareness around renewals, retention and growth
• Experience identifying and developing expansion opportunities
• Comfortable leading strategic business reviews and value conversations
• Strong organisational and account planning skills
• Data-driven and able to translate insights into actionable recommendations
• Technically curious and comfortable learning new platforms and technologies

Experience within HR Tech, Employee Engagement, Employee Experience, Benefits, Wellbeing, Rewards or related SaaS sectors would be advantageous.

• Join a business experiencing significant growth and momentum
• Work with a collaborative, supportive and low-ego team
• Genuine opportunity to influence and shape how the Client Success function evolves
• Exposure to enterprise customers and senior decision-makers
• A culture where good ideas are valued regardless of job title
• Clear investment in employee development and progression
• Hybrid working model with flexibility built in

Package: £60,000 - £70,000 basic salary + bonus Location: Milton Keynes (hybrid working)

If you're looking for a role where you can combine strategic customer success, commercial ownership and client impact within a growing SaaS business, we'd love to hear from you.