Customer Success Manager UK

Bizimply; United States; Hybrid; USD 47,000 - 81,000; Full time

Benefits offered by this job

Career growth

Competitive salary

CPD support

Pension contributions

EAP

Maternity & paternity leave

Health insurance

Death in service

Referral scheme

Job summary

Bizimply is hiring a Customer Success Manager to join our global team and serve as the primary contact for customers, guiding onboarding, training, and ongoing success. You will build relationships, identify renewal opportunities, and collaborate with our Product team to resolve client needs.

This role emphasizes proactive support, clear communication, and delivering value that keeps customers engaged with Bizimply's workforce management platform in hospitality, retail, and leisure sectors.

Qualifications

• 2+ years in a customer success role, ideally in SAAS.
• Experience in hospitality or retail sectors.
• Excellent written and verbal communication; main point of contact for customers.
• Experience with web and mobile apps; able to troubleshoot issues.
• Fast learner, curious, detail-oriented, proactive.
• Ability to upsell and renew accounts through consultative approaches.

Responsibilities

• Build customer relationships to understand problems and propose Bizimply solutions.
• Upsell consultatively by showing how features address challenges and value.
• Manage renewal cycle for your Book of Business.
• Anticipate customer needs based on personas and usage.
• Collaborate with Product to address customer issues.
• Create training materials and videos to help customers use Bizimply.
• Track requests and report bugs to relevant teams.
• Develop proactive renewal strategies to maximise retention and revenue.

Skills

Customer Success

SaaS experience

Hospitality

Retail experience

Communication

Troubleshooting

Training content

Job description

Location: United Kingdom

Bizimply is a workforce management platform designed to streamline operations for businesses in the hospitality, retail, and leisure industries. Founded in 2012 and with over 10,000+ locations globally from retail giants like Vodafone, to beloved brands like Costa Coffee, Pret, Daisy Green Group and KFC.The Bizimply platform provides a comprehensive suite of tools that enable businesses to efficiently manage their workforce, including scheduling, time and attendance tracking, task management, HR and performance reporting. By centralising these functions in one user-friendly interface, Bizimply helps businesses save time, reduce administrative overhead, and improve overall operational efficiency.As a Customer Success Manager you will be part of the Customer Success Team at Bizimply. The CS team manages the customer journey and experience from the day they become a customer. Providing training, support and recommendations, you will play a key role in the satisfaction and retention of our customers. Empower our customers to use Bizimply to its full value, and help grow their business by providing personalised and trusted support. As a key point of contact for customers via email and phone call, you will serve as a key contributor to the success of Bizimply as we continue to foster our vision of being one of the leading team management platforms.

We’re building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply.

Key Responsibilities

• Build customer relationships to effectively understand their problems and identify ways Bizimply can solve their problems
• Adopting a consultative upselling approach to engage with customers, demonstrating how specific product features can address their challenges, improve efficiency, and drive additional value for their business
• Manage and execute the renewal cycle for your Book of Business.
• Anticipate customer needs based on personas/feature use/business type
• Manage feature requests. Work cross functionally with our Product team to solve our customer problems
• Educate customers on basic product training, creating training materials and videos that help new customers use Bizimply to its fullest potential
• Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams
• Develop and execute a proactive renewal strategy to maximise customer retention and revenue growth by developing personalised renewal plans for each client

Skills, Knowledge and Expertise

• Over 2+ years previous experience in a customer success role, ideally in SAAS
• Previous experience working in hospitality/retail
• Strong written and verbal communication skills - you will be the main point of contact for customers and being able to communicate clearly and effectively addressing customer questions and concerns is key
• Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues
• Resilience and resourcefulness using tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail
• Ability to learn quickly and stay up to date on new features and product releases,
• Curiosity to learn new things and take on new challenges
• Take ownership of contact with customers and ensure all necessary steps (investigation, troubleshooting, education, and communication are completed with both the customers and the applicable internal teams
• The ability to put yourself in the customers’ shoes to fully understand their point of view and address their needs

Benefits

• Opportunity for career growth and development in a tech-driven SaaS company
• Competitive Salary
• Educational & Continuing Professional Development Support
• Employer Pension Contributions
• Employee Assistance Programme for all employees (EAP)
• Paid Maternity & Paternity Leave
• Permanent Health Insurance & Death in Service Scheme
• Referral Scheme