Customer Success Manager

Hyra; Greater London; Hybrid; GBP 39,000 - 66,000; Full time

Benefits offered by this job

Hybrid work model

Temporary contract (9–12 months)

Job summary

Hyra is seeking a Scaled Customer Success Lead to manage scalable CS programs for the APAC market from Central London. This hands-on role covers onboarding, activation, save motions, and upsell activities, with a focus on revenue and retention. It involves collaboration with a Philippine-based contact centre and UK/Australia teams.

The role is a 9-12 month temporary assignment with a hybrid work model (2–3 days in the office) and a day rate of up to £357 via umbrella for the right candidate.

Qualifications

• Proven experience in scaled or tech-touch CS or high-volume SaaS support.
• Comfortable working across UK, Australia, and APAC time zones.
• Strong collaboration with cross-functional teams.

Responsibilities

• Manage day-to-day delivery of scaled CS programs for onboarding, activation and upsell.
• Run data-driven experiments to improve retention and revenue.
• Collaborate with external BPO/contact centres to execute customer journeys.
• Coordinate across UK, Australia, and Philippines teams to deliver results.

Job description

We are partnering with a global, market-leading financial and business management software enterprise in their search for a Scaled Customer Success Lead - Customer Success Manager (APAC Focus). This is a temporary role (9-12 months) based in Central London, offering a hybrid working model (on average 2 to 3 days per week in the office) and a day rate of up to 357 per day via umbrella for the right candidate.

The Role

Sitting in the Central London office alongside your core UK team, you will act as the operational engine managing scaled (1:many) customer success programmes supporting the Australian market and APAC region.

This is a hands-on execution role rather than a high-level strategy position. You will roll up your sleeves to monitor and run existing onboarding, customer save, activation, and upsell programmes, while designing pragmatic experiments with third-party contact centres to drive incremental revenue and retention.

Key Responsibilities

• Programme Execution & Monitoring: Manage the day-to-day delivery of established scaled customer success programmes across customer onboarding, activation, save motions, and upsell initiatives.
• Experimentation & Optimization: Proactively run iterative tests and data-driven experiments on existing workflows to move the needle on customer retention and revenue generation.
• Contact Centre Collaboration: Partner closely with an outsourced contact centre (BPO) based in the Philippines, leveraging front-line agents and human-assisted interactions to execute revenue-driving customer journeys.
• Cross-Regional Stakeholder Management: Collaborate daily with local team members in London, a small stakeholder group in Sydney, Australia, and international operations teams.
• Delivery & Problem Solving: Bridge gaps, track delivery milestones, and move projects pragmatically from inception through to execution without waiting for rigid playbooks.

This role could be right for you if you have:

• Scaled / 1:Many Background: Proven experience in Scaled Customer Success, Tech-Touch CS, or high-volume/low-ACV SaaS customer operations (this role is not suitable for high-touch/white-glove enterprise account managers).
• Execution-First Mindset: A proactive, self-starter attitude-comfortable getting into the details, executing existing workflows, and driving experiments rather than building abstract high-level strategy.
• BPO / Contact Centre Exposure: Experience collaborating with or driving revenue/retention initiatives through internal or third-party outsourced contact centres is a strong advantage.
• Collaboration & Delivery: Excellent interpersonal and communication skills to work effectively across dispersed, cross-functional teams in the UK, Australia, and the Philippines.

Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK.