Senior Customer Success Manager

Electric Car Scheme; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Home office budget

Equity options

Hybrid work model

Mondays & Wednesdays in-office days

Flexible work policy

Job summary

The Electric Car Scheme is hiring a Senior Customer Success Manager in Hayes, London (hybrid). You will own a portfolio of employer accounts, guide onboarding, and drive value and retention across your client base.

You will spot expansion opportunities and collaborate with Product, Sales and Marketing to refine success strategies. You’ll lead onboarding programs, promote engagement, and be the primary contact for executive stakeholders.

Qualifications

• 4+ years experience in customer success, ideally in employee benefits, salary sacrifice, HR tech or fintech.
• Excellent communication skills, written and verbal.
• Strong relationship-building and problem-solving abilities.
• Ability to onboard, train and drive adoption across accounts.
• Experience working with cross-functional teams to shape solutions.

Responsibilities

• Own and strategically manage a portfolio of high-value customer accounts, driving retention, expansion, and long-term success.
• Lead and enhance onboarding programs, ensuring smooth adoption and value realization for new customers.
• Drive engagement and retention across your portfolio, prompting activity and renewal.
• Spot expansion opportunities and make the case for adding Net Zero Benefits.
• Run launch webinars and occasionally on-site visits to promote the scheme.
• Serve as primary contact for customers and executive stakeholders, providing guidance and advocacy.

Skills

Customer success

Onboarding

Relationship management

Cross-functional collaboration

Communication

Tools

CRM systems

Office/Workspace tools

Job description

Posted 21 Oct 2026

Description

Senior Customer Success Manager

Hayes, London - Hybrid

As a Customer Success Manager, you’ll be the primary point of contact for employers, building strong relationships and ensuring they get maximum value from our scheme. You’ll oversee a smooth onboarding process, provide ongoing support, and help customers make the most of our offerings, while also identifying opportunities for account growth. You’ll proactively manage relationships, anticipate challenges, and resolve issues to deliver a positive and consistent customer experience.

As a UK B Corp Certified salary sacrifice specialist, The Electric Car Scheme is on a mission to make net zero the obvious choice by making electric cars and other Net Zero Benefits easy, affordable and simple for employers to offer their people. Built on best in market pricing, complete employer protection and trusted 5 star service, we are accelerating the UK towards a net zero future while creating win win win outcomes for our customers, our team and the planet. Rated 4.9 on Glassdoor and certified by Welcome to the Jungle, there has never been a more exciting time to join a fast growing, purpose driven business transforming sustainable employee benefits.

Key Responsibilities:

• Own and strategically manage a portfolio of high-value customer accounts, driving retention, expansion, and long-term customer success.
• Lead and enhance onboarding programs, ensuring smooth adoption and immediate value realisation for new customers.
• Drive engagement and retention across your portfolio - keep employers actively promoting the scheme, and step in where activity drops off.
• Spot expansion opportunities, such as widening eligibility or adding other Net Zero Benefits, and make the case to the employer.
• Run launch webinars and occasional on-site visits that get the scheme in front of every eligible employee.
• Serve as the primary contact for customers and their executive stakeholders, providing guidance, insights, and advocacy.
• Collaborate with cross-functional teams (Product, Sales, Marketing) to shape solutions, inform product development, and refine success strategies.

About you:

• 4+ years experience in customer success ideally in a related field such as employee benefits, salary sacrifice, HR tech or fintech.
• Outstanding people skills with the ability to communicate clearly and effectively in both written and verbal contexts.
• Passionate about helping customers overcome obstacles by identifying concerns and providing solutions for them.
• Highly motivated and driven to be part of a growing, successful team
• Excellent organisational skills and attention to detail
• Hybrid working: Split your week between home and the office, with set in-office days on Mondays and Wednesdays
• Add 1 day holiday per year service + buy / sell up to 5 days each year
• Flexible work policy with options to take into account family care
• Enhanced parental leave
• Use our own scheme to lease a vehicle through salary sacrifice and save 40-70% to drive a brand new electric car
• £100 home office budget
• Equity options - own a part of the business