Customer Success Manager

Full-time; reporting to a Customer Success Team Leader

Southwark, London / Hybrid 3 days in the office 2 days remote, with training during the first 4 weeks taking place in our London office 5 days a week.

UK Right to work required

£32,708 per annum

Start Date: November, 2026

Description

Join PensionBee and help people feel confident about their retirement.

For far too long, pensions have been difficult to understand and manage. Since 2014, we've made it our mission to fix that; helping people combine their retirement savings into one simple account they can manage from the palm of their hand.

As a Customer Success Manager, you'd be at the heart of that mission - the friendly, knowledgeable voice guiding customers through their savings journey, mainly by phone, plus live chat and email. Real conversations that genuinely change how people feel about their future.

About the role

This role provides the opportunity to work in a thriving customer success team and interact directly with customers on a daily basis via phone call, live chat and email. We’re looking for personable applicants who feel confident communicating with others. Working in a collaborative environment, you’ll help to ensure our customers’ transfers run smoothly and their questions are answered.

Our Service Level Agreement (SLA) is that we respond to emails and action administrative account and pension tasks within one working day. We also aim to pick up inbound customer calls and Live Chats within 30 seconds.

Objective & Key Skills

• A confident, clear telephone manner alongside strong written communication
• Exceptional attention to detail
• Strong work ethic and a team-oriented spirit
• Good problem-solving skills
• A confident, personable attitude
• Prior knowledge of the pension market is advantageous, but not required as full training will be given

Specific Tasks & Duties

• Answering inbound customer calls promptly and delivering excellent, empathetic customer service on every call.
• Looking after our customers across live chat and email, and ensuring they feel supported, responding within SLA.
• Completing administrative duties related to customer accounts & pensions.
• Explaining complicated pension information clearly and concisely to customers, whether by phone, chat, or email.
• Walking customers through our product and supporting them when they are trying to complete an action on their online account (BeeHive).
• Speaking with other pension providers to make sure transfers run smoothly.
• Supporting customers going through sensitive life events such as divorce, ill-health, or the loss of a loved one, with particular care given to tone and pace on calls.
• Working alongside your team (Hive) to fulfil your own part of rota'd tasks and activities and collaborating to support other team members when needed.
• Attending training sessions specific to the role and completing classroom quizzes afterwards.