Hybrid CSM: Drive Mid-Market SaaS Growth

WorkBuzz Analytics Limited; Milton Keynes; Hybrid; GBP 42,000 - 51,000; Full time

Benefits offered by this job

Private health insurance

Share options

Hybrid working

Job summary

WorkBuzz Analytics Limited is seeking a Customer Success Manager to own a portfolio of mid-market clients from onboarding through renewal, ensuring adoption and value realization of the WorkBuzz platform.

You will act as a trusted advisor, manage relationships, drive NPS and health metrics, and collaborate with Product and CX to turn client insight into outcomes while mentoring colleagues.

Qualifications

• 3+ years' experience managing mid-market SaaS clients through a full client lifecycle.
• Track record of retention and growth impact within a portfolio with commercial detail.
• Confidence communicating and influencing at senior levels with client decision-makers.
• Ability to lead client relationships independently, including complex accounts.
• Experience contributing to Client Success improvement initiatives.
• Comfortable interpreting data for clients and translating it into practical recommendations.
• Strong technical aptitude — platform admin, troubleshooting and process detail.
• Growth mindset and willingness to improve team processes.
• Commercially aware with ability to recognize risk and opportunity early.
• Tech savvy, leveraging AI tools for productivity in-role.
• Willing to travel for client meetings and events, with occasional out-of-hours support.

Responsibilities

• Portfolio ownership — growing and retaining a portfolio of mid-market clients.
• Relationship management — build trusted advisor status and drive platform adoption.
• Onboarding — set up WorkBuzz for new customers based on their goals.
• Training & enablement — help clients launch surveys and maximize value.
• EBRs and insight reviews — lead quarterly reviews with actionable recommendations.
• Risk & opportunity monitoring — spot churn risk or expansion opportunities early.
• Journey and playbook improvement — contribute ideas to team processes.
• Peer mentoring — support the development of newer Client Success Executives.
• Cross-functional collaboration — feed client insight to Product and CX.
• Data & CRM — keep metrics and records accurate in Planhat.
• Commercial performance — deliver against KPIs including NPS and NRR.
• Flexibility — occasional out-of-hours support and travel to visits/events.

Skills

Mid-market SaaS

Retention & growth

Senior stakeholder communication

Client relationship management

Data interpretation

Technical aptitude

Growth mindset

Commercial awareness

AI productivity tools

Adaptability

Travel flexibility

Tools

Planhat

Job description

WorkBuzz Analytics Limited is seeking a Customer Success Manager to own a portfolio of mid-market clients from onboarding through renewal, ensuring adoption and value realization of the WorkBuzz platform.

You will act as a trusted advisor, manage relationships, drive NPS and health metrics, and collaborate with Product and CX to turn client insight into outcomes while mentoring colleagues.