Customer Success Manager (Wisdom)

Wiser; Greater London; Remote; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Happiness team and office culture

Flexible work from anywhere

Birthday Bank Holiday

Therapy subsidies

Vitality Health Insurance

Gymbox partnership

Job summary

Wisdom, powered by Wiser, is seeking a founding Customer Success professional to own day-to-day relationships with Fortune 500 brands and fast-growing clients. You will onboard, drive value from the Wisdom platform, spot renewal risks early and shape strategies to renew and grow accounts.

As a small, ambitious team, you’ll contribute to pitches, demos and cross-functional initiatives, bringing customer insight into product and strategy decisions while scaling processes to support more customers.

Qualifications

• 5+ years managing customers in SaaS, technology or data-led businesses.
• Built and grown relationships with senior stakeholders and expansion opportunities.
• Worked with commercial teams on pitches and new-business conversations.

Responsibilities

• Own relationships with key client stakeholders and build trusted, long-term partnerships.
• Lead onboarding, training and ongoing customer support.
• Help customers understand how to use Wisdom and turn the platform into something they rely on.
• Monitor adoption, engagement and account health, identifying at-risk accounts and recovery plans.

Skills

Customer relationships

SaaS experience

Commercial awareness

Data-driven

Job description

What is Wisdom?

Wisdom is an employer brand intelligence platform, backed by leading global employer brand agency Wiser. We help companies understand what people want from work, how their employer brand is perceived, and what they can do to attract the right talent.

We combine technology, data and insight to give employer brand and talent leaders the evidence they need to make smarter decisions.

We’re already working with major household-name clients and are growing fast towards £1m ARR.

We’re a small, ambitious team with a lot of room to grow, and we’re looking for someone who can help us strengthen our customer relationships, grow our accounts and build a more scalable customer experience.

See more at wisdomdata.io

What’s this role all about?

This is a founding Customer Success role with real commercial and strategic scope.

You’ll own the day-to-day success of Wisdom’s customers: onboarding them well, helping them get value from the platform, spotting risks early and making sure they have a strong reason to renew.

But because we’re a small team, the role goes beyond traditional Customer Success.

You’ll also contribute to pitches and demos, identify and help convert growth opportunities within existing accounts, bring customer insight into product and strategy decisions, and help us build the processes we need to support more customers without adding unnecessary complexity.

You’ll work closely with the Strategy Lead and wider Wiser team, and you’ll have significant ownership from day one.

What will you spend your time doing?

Customer Success & Relationships

• Own relationships with key client stakeholders and build trusted, long-term partnerships keeping customers informed, supported and engaged throughout the contract
• Lead onboarding, training and ongoing customer support
• Help customers understand how to use Wisdom and turn the platform into something they rely on
• Monitor adoption, engagement and account health, identifying at-risk accounts early and putting clear recovery plans in place

Growth & Commercial

• Own renewal planning and help build a clear commercial case for renewal
• Help shape and support upsell conversations
• Contribute to new-business pitches and platform demos
• Bring real customer examples, proof points and insight into commercial conversations
• Turn customer feedback into structured input for Product and Strategy

Operations & Scale

• Build and improve repeatable onboarding, training and support processes
• Maintain clear account, renewal and risk tracking
• Improve documentation, workflows and customer communications

What are we looking for?

We’re looking for someone who has already owned customer relationships in a SaaS, technology or data-led business and is comfortable operating with a high level of autonomy.

Desired experience:

• 5+ years managing customers across onboarding, adoption, risk and renewal, ideally across a B2B SaaS product
• Have built and grown relationships with senior stakeholders, identifying and developing expansion opportunities alongside using customer feedback and behaviour to improve product or service delivery
• Worked with commercial teams on pitches and new-business conversations
• Managed multiple accounts and priorities without losing attention to detail
• Operated in an agile, fast-paced environment and built processes, not just followed them

You’ll be:

• Personable, confident and credible with clients
• Commercially minded
• Highly organised and comfortable taking ownership
• Curious and analytical - interested in why customers behave the way they do
• Proactive about spotting problems before they become bigger ones
• Comfortable with data and able to turn insight into a clear story
• Pragmatic and willing to get stuck in when needed
• Comfortable and proficient with using AI tools

What’s in it for you?

This is a chance to take real ownership in an early-stage SaaS business while working with major global brands from day one.

Real ownership

You won’t be inheriting a rigid Customer Success playbook. You’ll have the opportunity to shape how we onboard, support, retain and grow customers as Wisdom scales.

Commercial exposure

You’ll work across the full customer lifecycle, from pitches and demos through to adoption, expansion and renewal, and have a direct role in helping grow recurring revenue.

Influence beyond Customer Success

Because we’re a small team, you’ll work closely with Product and Strategy and have a real voice in how the platform and proposition evolve.

Big clients, small team

You’ll get the autonomy and pace of a startup, alongside exposure to household-name organisations and senior employer brand and talent leaders.

Perks and benefits

• A Happiness team whose role is to make Wiser the best place to work possible. Whether it’s keeping the office stocked up with snacks, sending you a care package when you’re poorly, or planning the next Wiser party, they make the office a much happier place
• A culture calendar full of options - from black tie to sports day, book club or run club, there’s something for everyone.
• We’re pretty proud of the space we have here - from phone booths to walking pads, all the way to a rainforest for focus-time… whatever vibe you need, you can find it here.
• The W breakfast - our Happiness team makes sure everyone starts the day right with a hotel-worthy breakfast spread. Fancy coffee tap and unlimited fizzies on offer too.
• On top of your holiday allowance, the office also closes for up to 2 weeks over the festive period so we can all recharge before coming back in the new year.
• Birthday Bank Holiday - Take your birthday off, on us!
• Moving House Day - one of life’s most stressful events made easier by an extra day off.
• Work from Anywhere - everyone has a number of days to work from home or wherever they fancy. Whether it’s staying at home to snuggle your cat or working from Greece for a week in the summer, WFA is the answer
• Therapy - with 5 therapists to choose from, each year you can get up to x3 therapy sessions subsidised through Wiser to take either here in our own secret Log Cabin, externally or online (you pay £20 a session and we cover the rest)
• Vitality Health Insurance - full coverage once you’ve passed probation. From necessities like the dentist, doctors and opticians, to mega rewards like Champneys, gym and travel discounts, it’s a winner.
• Gymbox - once passing probation, you can access our exclusive Wiser x Gymbox partnership where you can bag your Gymbox membership for less than half price.
  Further details available upon interview progression*

THE ROAD TO WISDOM...

At Wiser, we’re committed to fostering a culture where everyone feels empowered to be themselves and inspired to excel. We know that true creativity and innovation thrive when diversity is celebrated and everyone is given equal access to opportunities.

That’s why we welcome applicants from all backgrounds, regardless of race, ethnicity, gender identity, sexual orientation, age, religion, ability, or socioeconomic status.

We believe that everyone should feel comfortable and be able to back themselves in an inclusive environment where individuality is celebrated. We’re building a team as diverse as the brands we work with, and our aim is to change the way people think about work.

If you’re passionate about making meaningful moves in an environment that’s as inclusive as it is high-performing, we can’t wait to see what you’ll bring to Wiser. Feel free to reach out to our Talent Team if you need any adjustments to make our hiring process more accessible.