Customer Success Manager

Customer Success Manager Who Are We?

Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well-funded, with over 16,000 customers and an average 6 years' LTV (a rarity in the SaaS industry), Breathe is the number 1 HR Software for SMEs in the UK. But there's more to it - our work culture is award-winning, with talented people 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.

Our Values: What We Live By

• Start With People - We remember our work affects real people, so we take the time to listen, understand and act with care.
• 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.
• Clear Is Kind - We speak honestly and with care. We don't avoid difficult conversations, and we make sure people have the clarity they need to move forward.

Why is this role important?

The Customer Success Manager is a pivotal role focused on accelerating our customers' success with the Breathe product. You'll own and develop a high volume of existing accounts, driving a low-touch, scalable onboarding process, increasing product adoption, and fostering customer loyalty through cross-selling. Your ultimate goal will be enhancing retention and minimising churn, ensuring our customers thrive with Breathe.

What You Will Be Doing

• Revenue & Growth: Meet quarterly revenue targets, specifically focusing on Net Revenue Retention (NRR) and Upselling.
• Portfolio Management: Forecast and report on movements within your customer portfolio to ensure visibility on health and growth.
• Digital Scale: Manage, optimise, and scale our customers' journey to success by leveraging workflows, webinars, and automated communication.
• Data-Driven Strategy: Monitor, analyse, and action customer health data to inform strategy, surface opportunities/risks, and prioritise your workload effectively.
• Relationship Ownership: Manage the end-to-end relationship and experience for customers within your portfolio.
• Engagement Strategy: Create and implement customer engagement strategies to improve product usage, reduce time-to-value, and boost customer satisfaction.
• Voice of the Customer: Surface customer feedback and insights, advocating internally on behalf of our customers to other Breathe teams.
• Cross-Functional Collaboration: Own and contribute to key projects, collaborating with teams across the business including Marketing, Customer Support, Product, and Partnerships.

What we value for this role

• Experience: Established experience in a SaaS Customer Success, Account Management, or similar role, preferably within an SMB-focused environment.
• Relationship Management: Strong communication and problem-solving skills with a proven ability to build rapport with diverse users and internal stakeholders.
• Technical Aptitude: A natural ability to learn, adopt, and explain technical product features to a non-technical audience.
• Analytical Mindset: Ability to analyse customer health data to inform strategy and identify opportunities or potential risks.
• Tech Savvy: Comfortable utilising CRM systems and CSM platforms; experience with Planhat, HubSpot, and Intercom is highly desirable.
• Project Management: Ability to own, collaborate on, and contribute to projects that drive the business forward.
• Digital Outreach: Experience in Digital First engagement and outreach to delight and develop a high volume of customers.
• Proactive & Positive: A self-starter with an empathetic and professional attitude towards customers and colleagues.
• Team Player: An active contributor to the department's culture and success.
• Brand Champion: Passionate about the Breathe brand, the product, and continuous improvement.
• Market Aware: Committed to monitoring developments within Customer Success and the wider HR industry.
• Security Conscious: Maintaining awareness of and complying with information security protocols in relation to your job role and handling of any data.

Why You'll Love It Here

• £30,000 - £34,000 + commission
• Time Off - 25 days holiday + birthday off!
• Flexible Working - Hybrid role (50% in office is our minimum)
• Private Medical Insurance - Includes dental, optical & mental health cover
• Life Insurance - 2x salary
• Matched Pension - Salary exchange with 5% employer contribution
• Access to unlimited Professional Coaching - More Happi
• Volunteer Days - 2 per year to give back to the community
• Dog-Friendly Office - Bring your four-legged friend!
• Access to Mintago - Exclusive financial wellbeing through discounts and expert advice

Breathe is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team.

At Breathe, we are passionate about empowering HR with responsible, secure, and safe AI, aiming to be among the first in the UK to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies, making data privacy and security paramount in every role.