Customer Success Manager

Over the past ten years, Talos360 has firmly established itself as a market leader in talent software solutions and online recruitment media with our innovations in the HR software space, Talos ATS & Talos Engage solving todays talent challenges.  In 2024 the business was recognised as the number 1 ‘Great Place to Work’ overall mid-sized company in the UK, and the number 1 ‘Great Place to Work’ Mid-tech company in Europe! 

We support over 800 companies UK wide and are growing quickly. We are a SaaS technology business, with massive growth plans and investment. We’ve recently onboarded a new partner Appraisd, who are committed to providing the best performance management platform to our clients.  We are now looking for a Customer Success Manager to be based out of Warrington three days per week, with two days working from home.  You’ll travel to Appraisd offices in Central London once every two weeks as part of your role.  As Customer Success Manager, you’ll initially be focussed on the Appraisd product offering whilst also supporting the Talos360 Customer Success team. You’ll play a crucial role in creating long-lasting relationships with our clients. You will serve as a trusted advisor, ensuring clients are maximising the value of our platform, achieving their desired outcomes, and securing renewals and expansion opportunities. You’ll work closely with Sales, Product, and other internal teams to provide an exceptional customer experience, drive product adoption, and identify opportunities for upsells and growth. 

Customer Success Manager - Key Responsibilities 

- Lead the onboarding process for new clients, ensuring smooth setup and utilisation of Appraisd, applying project management skills to help clients implement successfully. 

- Manage a portfolio of clients to ensure they achieve their desired outcomes, maintaining high satisfaction levels, with the aim of a renewed contract.  

- Work alongside the Sales team to guide clients through the journey from lead to launch, identifying opportunities for expansion and upsell. 

- Contribute ideas to continuously improve customer success processes and service delivery, ensuring the team remains efficient, effective, and scalable. 

- Become an expert in Appraisd’s product to translate complex client needs into tailored, scalable solutions. Supporting clients with implementation, configuration, issue resolution, and offering proactive guidance on how they can get the most from Appraisd. 

- Support with creating and refining customer-facing documentation, training materials, and website copy to ensure clarity and ease of use. 

- Be the voice of the customer in discussions with the product team about bugs, features, and customer-focused development to drive improvements and shape the roadmap. 

- Follow all internal information security policies to maintain the confidentiality and integrity of client data. 

Customer Success Manager – Required Skills  

-Significant experience in customer success, account management, or project management, ideally within a SaaS environment. 

- Customer-Centric with a passion to help clients succeed, creating positive relationships. 

- Project Management Skills with excellent organisation, time management, and multitasking abilities. 

-Strong written and verbal communication skills with the ability to explain complex ideas clearly 

- A desire to become a product expert and share knowledge with clients and internal teams. 

- Eager to learn, improve, and drive continuous improvement for the team and the company. 

- A team player who thrives in cross-functional environments. 

- Focused on achieving outcomes, including securing renewals, spotting upsells, and contributing to the growth of Appraisd and Talos360’s ARR. 

This role offers the opportunity to add immediate value with your skillset, at a critical phase of growth for the Talos brand and team.  There will be on the job training and support, the chance to work with a supportive team, along with future career prospects within our scaling tech led business. 

The role is hybrid, likely office days in London will be a Tuesday or Thursday with all travel costs covered.  

Apply now to be considered for this exciting Customer Success Manager role.