Customer Success Manager

Breathe; Horsham St. Faith; Hybrid; GBP 30,000 - 34,000; Full time

Job summary

A leading HR software firm in Horsham is looking for a Customer Success Manager to enhance customer retention and drive product adoption. This role focuses on developing existing accounts, implementing scalable onboarding processes, and fostering loyalty through cross-selling. Ideal candidates should possess strong communication skills and a problem-solving mindset, with a passion for exceptional customer experiences. Competitive salary and flexible working conditions offered.

Benefits

25 days holiday + your birthday off

Hybrid working model

Private Medical Insurance

Life Insurance

Matched Pension

Access to unlimited Professional Coaching

Volunteer Days

Dog-Friendly Office

Qualifications

• Recent proven experience within a customer success role.
• Ability to understand, evaluate, and positively impact the customer experience.
• Self-motivated with a proactive approach.

Responsibilities

• Develop a deep understanding of the Breathe product suite.
• Drive a low-touch onboarding process.
• Maximize expansion revenue using customer data.
• Conduct strategic customer account reviews.

Skills

Exceptional communication and interpersonal skills

Strong problem-solving abilities

Analytical skills

Tech-savvy

Job description

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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

People First: Every decision we make is about our people. We ARE the people-first company.

Be Better Tomorrow: Every day, we challenge ourselves to learn, grow, and improve-individually and as a team.

Strive with Impact: Every action we take makes a difference-to our employees, our customers, and our business.

Seek Out Efficiency: We scale smart. We innovate. We find ways to work better, not harder.

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

• Developing a deep understanding of the Breathe product suite and our customers' needs.
• Solid understanding of key customer success metrics and strategies for achieving revenue retention and cross-sell targets.
• Creating and implementing a scalable journey for a high volume of new customers to reduce onboarding time.
• Maximising expansion revenue using software tools to segment customer data to deliver targeted upsell campaigns.
• Showcasing product value by conducting strategic and meaningful customer account reviews.
• Understanding and interpreting customer health data to drive product adoption and reduce churn.
• Implementing a process to re-engage disengaged customers.
• Working closely with the R&D team to provide customer feedback and insights to ensure requirements and preferences are included in planning.
• Maintaining awareness of and complying with information security protocols in relation to your job role and handling of any data.

What we value for this role

• Being a true 'people person'.
• Recent proven experience within a customer success role.
• Contributing to the team's culture with collaboration, a learning mindset, and creativity.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
• Passion for delivering exceptional customer experiences and driving customer success.
• Strong problem-solving and decision-making abilities.
• Analytical skills with the ability to form insight-driven decisions.
• Ability to understand, evaluate, and positively impact the customer experience.
• Good organisational, coordination, and project management skills.
• Tech-savvy with the ability to pick up new technologies quickly.
• Self-motivated and a strong team player with a proactive approach.
• Championing Breathe's products.
• Growth mindset with the desire to continuously improve in your role.

Why You'll Love It Here

• £30,000 - £34,000 + commission
• Time Off - 25 days holiday + your 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

The Hiring Process: Let's Make it Personal!

• Stage 1: Initial screening call with our People and Talent Advisor
• Stage 2: Online interview with our Lead CSM and Partner Relations Manager
• Stage 3: In-person interview with task with Head of Customer and Lead CSM

Ready to join us? Apply Now!

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

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.