UK Launch CSM — Onboarding & Growth

SourceWhale; Greater London; Hybrid; GBP 45,000 - 70,000; Full time

Benefits offered by this job

25 days holiday

Macbook and essential tech

Flexible working arrangements

Private medical, dental & vision

Income protection

Employee Assistance Programme (EAP)

Compassionate leave

Monthly social events

Job summary

SourceWhale, the AI-native Recruitment Productivity Platform, seeks a Customer Success Manager for its UK Launch Team. You will own the onboarding journey for new clients, guiding transformation, delivering early value, and driving adoption, efficiency and revenue milestones.

The role reports to the Global Midmarket CS Team Manager and operates in a fast-moving startup with a clear mission to ensure measurable success for each customer.

Qualifications

• Experience in a customer-facing role within RecTech, SalesTech, or a similar SaaS environment.
• Proven experience managing customer relationships across the full spectrum, from small businesses to large enterprises, including leading complex implementations, stakeholder alignment and business transformation initiatives.
• Exceptional communication skills, with the ability to simplify complex ideas for different audiences.
• Strong listening, problem-solving, and stakeholder management abilities.
• Comfortable working cross-functionally in a fast-paced startup environment.

Responsibilities

• Own the first 3 months of the customer lifecycle, managing 4–6 new accounts per month.
• Partner with Account Executives to build tailored Success Plans aligned to each client’s goals, challenges, and definition of success.
• Lead technical setup, including CRM integrations and migrations, mapping, and testing, to ensure a seamless implementation from day one.
• Build strong relationships with stakeholders at all levels, including C-suite, to drive engagement and outcomes.
• Deliver engaging, tailored training sessions aligned to each client’s go-to-market strategy and workflows.
• Drive adoption through proactive, consistent outreach - identifying blockers early and resolving them quickly.
• Track progress against success metrics and communicate updates clearly to both customers and internal teams.
• Identify and act on expansion opportunities within the onboarding phase, using commercial insight to grow account value
• Provide strategic guidance and best practice recommendations tailored to each customer’s unique setup.
• Collaborate closely with Account Management to ensure a seamless transition and long-term growth strategy.
• Lead review sessions with key stakeholders, measuring progress against adoption, outcomes, and overall experience.
• Deliver a comprehensive handover to Account Management, ensuring continuity and ongoing success.
• Conduct regular on-site visits to strengthen relationships and deepen engagement.

Skills

Customer-facing role

SaaS experience

Stakeholder management

Excellent communication

Startup environment

Tools

CRM systems

Job description

SourceWhale, the AI-native Recruitment Productivity Platform, seeks a Customer Success Manager for its UK Launch Team. You will own the onboarding journey for new clients, guiding transformation, delivering early value, and driving adoption, efficiency and revenue milestones.

The role reports to the Global Midmarket CS Team Manager and operates in a fast-moving startup with a clear mission to ensure measurable success for each customer.