Customer Success Manager

Personal Group; Milton Keynes; On-site; GBP 42,000 - 50,000; Full time

Benefits offered by this job

25 days holiday

Private medical insurance

Travel insurance

Maternity/Paternity leave

Online GP

Job summary

Personal Group in Milton Keynes is seeking a Customer Success Manager to nurture client relationships, drive adoption of our employee benefits platform, and identify opportunities to expand partnerships. You’ll become a trusted advisor to senior stakeholders, lead quarterly business reviews, and collaborate across teams to deliver measurable value.

This permanent role offers £42,000-£50,000 depending on experience and a supportive, growth-minded culture.

Qualifications

• Proven success in customer-facing commercial roles with a track record of growing and retaining accounts.
• Ability to drive customer satisfaction, engagement, retention and loyalty.
• Experience identifying upsell/cross-sell opportunities and presenting business cases.
• Skilled in leading reviews and delivering strategic insights to clients.

Responsibilities

• Build strong, strategic relationships with senior client stakeholders and act as trusted advisor.
• Drive customer satisfaction, engagement, retention and long-term loyalty.
• Identify and convert upsell/cross-sell opportunities creating value for clients and business.
• Lead quarterly business reviews with insights, recommendations and growth strategies.
• Present solutions, proposals and business cases to inspire confidence and action.
• Champion adoption across the platform to maximise customer value.
• Collaborate with cross-functional teams to deliver outstanding outcomes.
• Be the voice of the customer and face of the business externally.

Skills

Customer Success

Account Management

Client Relationships

Commercial Awareness

Negotiation

Stakeholder Management

Growth Mindset

Job description

Job Title: Customer Success Manager

Location: Milton Keynes

Salary: £42,000 - £50,000 Depending on experiance

Contract Type: Permanent

Turn Customer Partnerships into Success Stories

Do you thrive on building meaningful client relationships, influencing business growth, and delivering exceptional customer experiences? Are you someone who loves spotting opportunities, solving challenges, and helping customers unlock maximum value from innovative technology?

If so, we'd love to hear from you.

We're looking for an ambitious and commercially minded Customer Success Manager to join our growing team. In this role, you'll become a trusted partner to our clients, helping them maximise the impact of their employee benefits strategy while identifying new opportunities to strengthen and expand partnerships.

You’ll have the chance to work with a portfolio of exciting customers, drive long-term success, and play a key role in our continued growth journey.

What You’ll Be Doing

• Building strong, strategic relationships with senior client stakeholders and becoming their trusted advisor.
• Driving customer satisfaction, engagement, retention, and long-term loyalty.
• Identifying and converting upselling and cross‑selling opportunities that create value for both our clients and the business.
• Leading impactful Quarterly Business Reviews, delivering insights, recommendations, and growth strategies.
• Presenting solutions, proposals, and business cases that inspire confidence and drive action.
• Championing adoption and engagement across the Hapi platform, ensuring customers realise maximum value.
• Collaborating with teams across the business to deliver outstanding customer outcomes and seamless project delivery.
• Acting as the voice of the customer internally and the face of the business externally.

What We're Looking For

• Proven success in Customer Success, Account Management, Client Relationship Management, or a similar customer‑facing commercial role.
• A track record of growing and retaining customer accounts while achieving commercial objectives.
• Outstanding relationship‑building, communication, influencing, and negotiation skills.
• Strong commercial awareness and the ability to identify opportunities that drive growth.
• A proactive, solutions‑focused mindset with the ability to thrive in a fast‑paced environment.
• Excellent organisational skills and the ability to manage multiple priorities effectively.
• Experience in Employee Benefits, HR Technology, SaaS, or a subscription‑based environment would be highly advantageous.

So, what’s in it for you?

• Minimum of 25 day holiday rising with service and option to purchase more
• Private medical insurance and practical health plan
• Free travel insurance
• Enhance maternity and paternity leave
• Online GP

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page - https://personalgroup.teamtailor.com/

Do you live our values?

Passion

Bringing energy and enthusiasm to your work every day. We value people who are motivated, engaged, and excited to make a difference.

Pace

We move with purpose, staying focused and efficient to get things done while maintaining high standards. We value action and smart decision‑making to drive progress.

Professionalism

It’s not just about what we do, but how we do it. We approach every task with integrity, respect, and a commitment to delivering our best work.

Diversity, Inclusion & Flexibility

Personal Group is proud to be an inclusive employer and welcomes applications from people of all backgrounds and experiences. We support flexible working where possible, with core hours typically between 10:00–16:00 and remaining hours worked to suit individual needs.

We are committed to making adjustments and providing accommodations throughout the recruitment process and employment, ensuring those with caring responsibilities, disabilities, or health conditions are fully supported. If you require any adjustments, please contact our Recruitment Team, we’re here to help.

About us

At Personal Group, we are a leading UK provider of employee benefits and health insurance. Since the 1980s, we have been on a mission to revolutionise insurance and employee benefits, and while our business has evolved over the past four decades, our commitment to supporting people and businesses has remained constant.

Today, we are focused on improving employee health, wellbeing and engagement, working towards our vision of being “the champion of affordable benefits, keeping businesses and their employees happy, healthy and protected.” Our culture is shaped by our core values of Pace, Passion and Professionalism, which guide how we work together, support our customers and deliver when it matters most.

Could You Be Our Next Great Hire?