Customer Success Manager
Posted 1 day 11 hours ago by Pinpoint
Permanent
Full Time
Call Centre / Customer Service Jobs
Not Specified, United Kingdom
Job Description
Customer Success Manager
Description Hey I'm Alex, Head of UK Customer Success at Pinpoint.
We're a high-growth HR tech startup building software that helps in-house recruitment teams attract, hire, and onboard the right talent. We've built a strong foundation-mature product, happy customers, strong product-market fit-and we're growing fast.
Our SMB customer segment in the U.K. is well established-200+ accounts spanning a wide range of industries, use cases, and growth potential. While these customers don't need high-touch, one-to-one support, they're far too valuable to leave unmanaged. Without a dedicated approach, we risk missed opportunities to drive adoption, retention, and expansion.
That's why we're hiring a Customer Success Manager (SMB) to take full ownership of this segment and lead the charge on scalable, structured engagement in the U.K.
You'll be focused on outcomes: driving adoption, retention, and expansion through data-informed, scalable programs. You'll use product signals and customer context to decide who needs what-and when. You'll partner closely with Marketing and RevOps to shape and deliver the right campaigns-without relying on a dedicated customer marketing function. Together, we'll build a scalable engagement playbook that drives results and evolves with the needs of this segment.
The fine print (but way more exciting)
About the Role:
About You:
What We Offer: We want Pinpoint to be the best place you've ever worked-somewhere you feel valued, supported, and excited to grow. Here's what you'll get:
Department: Customer Success
Employment Type: Full Time
Location: United Kingdom
Reporting To: Head of UK Customer Success
Description Hey I'm Alex, Head of UK Customer Success at Pinpoint.
We're a high-growth HR tech startup building software that helps in-house recruitment teams attract, hire, and onboard the right talent. We've built a strong foundation-mature product, happy customers, strong product-market fit-and we're growing fast.
Our SMB customer segment in the U.K. is well established-200+ accounts spanning a wide range of industries, use cases, and growth potential. While these customers don't need high-touch, one-to-one support, they're far too valuable to leave unmanaged. Without a dedicated approach, we risk missed opportunities to drive adoption, retention, and expansion.
That's why we're hiring a Customer Success Manager (SMB) to take full ownership of this segment and lead the charge on scalable, structured engagement in the U.K.
You'll be focused on outcomes: driving adoption, retention, and expansion through data-informed, scalable programs. You'll use product signals and customer context to decide who needs what-and when. You'll partner closely with Marketing and RevOps to shape and deliver the right campaigns-without relying on a dedicated customer marketing function. Together, we'll build a scalable engagement playbook that drives results and evolves with the needs of this segment.
The fine print (but way more exciting)
- This is a remote role based in the U.K., with a few in-person team meetups each year. Our HQ is in Jersey, UK, and our 80-person team is spread across the U.K. and U.S.
- Our product is deep, flexible, and genuinely complex. You'll need to understand a wide range of customer types and workflows-not just one industry or use case.
- Pinpoint isn't for everyone. We're still in startup mode. Things move fast, some processes are still evolving, and you'll need to be proactive, adaptable, and hands-on.
- This role is inherently cross-functional. You'll sit in CS but work closely with Marketing and RevOps to shape and deliver scaled engagement - which means shared priorities, shared tools, and shared accountability.
- This is a role with clear commercial goals. Your success will be measured by the impact you drive and the depth of customer engagement - with a strong focus on Gross Revenue Retention, Net Revenue Retention, renewal performance, account expansion, churn reduction, and identifying upsell opportunities.
- Our values shape how we work. We're looking for people who embody these values in everything they do
About the Role:
- Own commercial outcomes (NRR, GRR) for our SMB segment, with a focus on driving adoption, retention, and expansion at scale.
- Analyze your book of business to identify risks, usage gaps, and growth opportunities-using signals like product usage, plan type, lifecycle stage, and company context.
- Contribute to targeted lifecycle campaigns in partnership with Marketing and RevOps-covering key moments like onboarding, feature adoption, re-engagement, and upsell.
- Leverage support from Marketing Ops and RevOps to execute effectively-without relying on a dedicated customer marketing function
- Help build and refine a scalable engagement playbook for the SMB segment, shaping future investment needs as the team grows
- Track and report on performance across your segment, sharing insights on campaign effectiveness, feature adoption, and customer health.
- Escalate high-potential accounts when needed, and support 1:many engagement efforts like webinars, onboarding experiences, and content improvements.
- Respond to product alerts, lifecycle signals, and customer issues via tickets-balancing responsiveness with proactive outreach.
- You'll operate more like a structured operator than a relationship manager-working out of tools to drive outcomes across a large, diverse book.
About You:
- 2+ years of experience in Customer Success Management within a B2B SaaS environment (huge plus if HR or TA Tech)
- Has managed a high-volume portfolio (100+ accounts) and driven outcomes in a lower-ACV model-through structured, one-to-many engagement, not just 1:1 support
- Strong analytical and commercial instincts-able to segment a customer base, interpret product and usage data, and prioritize where to take action
- Experienced working cross-functionally with RevOps and Marketing-especially on campaign planning, targeting, and feedback loops
- Thrives in high-growth SaaS startups with lean teams and evolving processes-takes ownership, adapts quickly, and figures things out
- Proactive and structured-good at spotting signals, setting priorities, and executing quickly
- Based in the U.K. and comfortable working remotely
What We Offer: We want Pinpoint to be the best place you've ever worked-somewhere you feel valued, supported, and excited to grow. Here's what you'll get:
- Gold-plated healthcare - The best medical, dental, and optical coverage money can buy. We've got you (and your family) covered
- ️ Unlimited holidays - Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
- Mental health support - Unlimited, immediate access to professional counseling through Spill-because your well-being comes first
- Retirement matching - A competitive plan to help you hit your long-term financial goals
- Remote-first culture - Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
- Meaningful equity - You're helping build something special, and you should share in its success
- Generous parental leave - Up to 16 weeks of fully paid leave to support new parents
- Learning budget - Annual funds for courses, books, or anything else that fuels your personal and professional growth
- Top-of-the-line equipment - MacBook Pro, 4K monitors, and all the right tools to do your best work
- A team that's got your back - Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow