ELMOgroup
Customer Success Manager
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đCustomer Success Manager đ
A bit of background on Breathe
Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well-funded, with 17,000 customers and an average 6 yearsâ LTV (a rarity in the SaaS industry), Breathe is the number 1 HR Software for SMEs in the UK. But there is more to it â our work culture is award winning, with talented people that are committed to driving impact, while having fun together. We're proud of our track record of success, but we're even more excited about what the future holds for us.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
đOur Values: What We Live By
- đ«¶Start With People - We remember our work affects real people, so we take the time to listen, understand and act with care.
- đ€Own It, Together - We take responsibility for our part, support each other through the messy bits, and focus on fixing things rather than finding blame.
- đClear Is Kind - We speak honestly and with care. We donât avoid difficult conversations, and we make sure people have the clarity they need to move forward.
đ„Why This Role Is SO Important:
Weâre looking for Customer Success Managers to join our team and help Breathe customers get the most from our products and services. We have four positions available for people who are commercially minded, customer-focused and excited by the opportunity to manage and grow a high-volume portfolio of SMB customers.
This is a commercial Customer Success role. Youâll own the retention, expansion and success of your portfolio, with responsibility for metrics including NRR, churn, downsell and upsell. Youâll use customer health, product usage and commercial data to prioritise opportunity and risk, while creating scalable engagement strategies that help customers adopt more of Breathe and achieve better outcomes.
If youâre proactive, data-led and motivated by making a measurable difference to customers and the business, this is the role for you.
Key Duties & Responsibilities
Letâs be clear from the start: this isnât a passive relationship management role. Youâll own the commercial performance and overall health of your portfolio, using a mix of one-to-one, digital and one-to-many engagement to help customers stay, grow and succeed. You are the relationship owner, the commercial partner and the voice of the customer.
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- Owning Commercial Targets: Delivering quarterly targets across NRR, retention and expansion.
- Managing Revenue Movement: Owning and forecasting upsell, downsell, churn and NRR across your portfolio, and reporting clearly on performance.
- Driving Retention and Expansion: Identifying and executing opportunities that improve customer retention, product adoption and account growth.
- Managing Customers at Scale: Using a combination of one-to-one, digital and one-to-many engagement to support a high-volume SMB customer portfolio effectively.
- Prioritising Opportunity and Risk: Using customer health, product usage and commercial data to decide where to focus your time and attention.
- Owning Customer Relationships: Taking responsibility for the overall relationship, customer experience and health of the accounts in your portfolio.
- Creating Success Strategies: Developing and implementing customer engagement, adoption, retention and growth strategies.
- Scaling the Customer Journey: Optimising the customer journey through workflows, webinars, automated communications and other digital engagement approaches.
- Surfacing Customer Insight: Sharing actionable customer, market and product insight across Customer Success and the wider Breathe business.
- Advocating for Customers: Representing the voice of the customer and the Customer Success Team across the organisation.
- Contributing to Business Projects: Owning and supporting projects that improve customer outcomes, commercial performance and scale.
- Ensuring Compliance: Maintaining awareness of and being compliant with information security protocols in relation to your job role and handling of any data.
Key Competencies & Behaviours
- You Start with People: You build positive, trusted relationships and genuinely care about helping customers achieve success with Breathe.
- You Own It, Together: You take responsibility for your portfolio, collaborate well with colleagues and stay focused on solving problems rather than finding blame.
- You believe that Clear Is Kind: You communicate openly and professionally, setting clear expectations and having honest commercial conversations when needed.
- Youâre commercially accountable: Youâre comfortable owning a number and can demonstrate your impact through metrics such as NRR, GRR, renewal rate, churn, expansion ARR, quota attainment and portfolio size.
- Youâre proactive: You identify opportunity and risk early and take action rather than waiting for issues to escalate.
- Youâre data-driven: You can analyse customer health data, product usage and commercial information to prioritise your workload and make sound decisions.
- Youâre organised at scale: Youâre comfortable managing a high-volume portfolio while maintaining strong customer relationships and consistent follow-through.
- You understand technology: You can learn, adopt and explain technical product features clearly to different audiences.
- Youâre digitally minded: You understand how AI, automation and digital-first engagement can help customers adopt, develop and get more value from a product.
- Youâre collaborative: You work well across teams, contribute to shared projects and actively support the success of your colleagues.
- You care about the product: You bring a positive, professional attitude and genuine passion for Breathe, our customers and the HR technology space.
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đWhy Youâll Love it Here:
- đ°ÂŁ34,500 + 20% OTE
- đFlexible working â 50% office based & core hours are 10am to 3.30pm
- đïž25 days holiday (+ 1 extra after 3 years!) PLUS Your Birthday off!
- đUK Bank holidays + Christmas Eve and New Years Eve afternoons off!
- đ¶Dog friendly office â because furry co-workers make everything better!
- đ„Private medical insurance (PMI) - with enhanced mental health, dental & optical coverage via AXA
- đEmployee Assistance Programme â Support when you need it
- đĄïžLife Insurance â 2 x salary & Matched pension (5%) â because the future matters
- đ€2 x volunteer days per year â give back to causes that matter to you
- đ±Access to Mintago â Exclusive financial wellbeing through discounts and expert advice
- đïžRetail discount scheme â perks and savings just for being part of our team!
The Hiring Process: Letâs Make it Personal! đ€
- đScreening Call: Virtual via Google Meet with one of our team to have a friendly chat, learn more about your experience, what excites you about the role, and how you align with our people-first culture.
- đ»Competency Interview: Online youâll meet the hiring manager and weâll dive into your Customer Success experience, commercial performance, approach to customer relationships and how you use data to drive outcomes. This is also your chance to ask us anything about the role and company.
- đąFinal Stage Interview: In person, youâll meet the hiring manager and members of the wider team. Itâs a chance to talk through how you would manage a high-volume portfolio, drive retention and expansion, and create scalable customer success strategies.
đReady to join us? Apply Now!
âIt took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what Iâve been looking for.â
Jessica, London
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