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Senior Customer Success Manager
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Senior Client 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.
The Opportunity
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.
- 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.
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What You'll Be Doing
- 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.
What They're Looking For
- 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.
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Why Join?
- 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.
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