Customer Success Manager

About NextStep

NextStep connects top consulting talent with high potential opportunities through smart, AI powered matching. We partner with ambitious companies across sectors to place experienced professionals in roles where they can have a real impact. On behalf of a client in our partner network, we are currently looking for a Customer Success Manager to join their team.

About the Company

Our client is a London based HR technology company providing workforce planning and talent management software to enterprise clients across financial services, retail, and healthcare. With 110 staff and £22m ARR, the business has a 94% gross retention rate and is investing in Customer Success as a strategic function to protect and expand its enterprise base.

The Role

As Customer Success Manager, you will own a portfolio of enterprise accounts, building relationships with HR and operational stakeholders to ensure clients are achieving measurable value from the platform and expanding usage over time.

What You'll Do

• Own the end to end success journey for a portfolio of 15-25 enterprise accounts, from onboarding through to renewal.
• Conduct executive business reviews, presenting ROI data and surfacing new use cases.
• Monitor product adoption and engagement metrics to identify at risk accounts early.
• Collaborate with sales on renewal and expansion conversations.
• Synthesise customer feedback and bring the voice of the customer into product and leadership discussions.

What We're Looking For

• 3-5 years of experience in customer success or account management within enterprise SaaS.
• Track record of managing renewals and driving expansion revenue.
• Confident presenting to senior HR and C suite stakeholders.
• Experience with Gainsight, ChurnZero, or a comparable CS platform is desirable.

Compensation & Benefits

• Base salary of £50,000 - £65,000, depending on experience.
• Annual bonus linked to net revenue retention targets.
• 25 days holiday and hybrid working from London.
• Pension, private health, and equity options.