Customer Success Team Manager

Mya Systems; Vancouver (WA); Hybride; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

29 days holiday

Private medical insurance

Pension contribution

Employee Assistance Programme

Life Assurance

Cycle to work

Hybrid working model

Volunteering days

Dog-friendly office

Résumé du poste

The Stepstone Group is seeking a Customer Success Team Manager to lead, coach and develop a team of Customer Success Managers, driving high performance and supporting the Head of Customer Success in evolving the UK function.

You will own team performance against retention, engagement, product utilisation, and customer outcomes; partner with Sales, Product, and Operations to resolve challenges and deliver an outstanding, outcomes-driven customer experience in a hybrid work environment.

Qualifications

• Proven experience leading customer-facing teams in B2B/SaaS, building high-performing cultures.
• Strong leadership, coaching, performance management, and development planning.
• Experience managing CS performance against metrics like retention and engagement.
• Stakeholder management across Sales, Product, Operations and other teams.
• Analytical, strategic thinker using CS systems and reporting tools.

Responsabilités

• Lead, coach and develop a team of Customer Success Managers.
• Own team performance against retention, engagement and outcomes.
• Drive a consistent, outcome-led customer experience and identify risks.
• Use insights to drive process improvements and efficiency.
• Collaborate with Sales, Product and Operations to resolve challenges.

Connaissances

People leadership

Stakeholder management

Customer success metrics

Analytical mindset

Cross-functional collaboration

Outils

CRM systems

Description du poste

Company Description

At The Stepstone Group, we have a simple yet very important mission: The right job for everyone. Using our data, platform, and technology, we create opportunities for jobseekers and companies around the world to find a perfect match in fair and equitable way. With over 20 brands across 30+ countries, we strive for fair and unbiased hiring.

Join our team of 3,000+ employees and be part of reshaping the labour market and becoming the world’s leading job platform.

Job Description

Customer Success is an established function within Stepstone UK, with an experienced team focused on helping customers achieve maximum value from the products they have purchased, strengthening customer outcomes and supporting long term retention. The Customer Success Team Manager will be responsible for leading, coaching and developing a team of Customer Success Managers, maintaining high performance and supporting the Head of Customer Success with the continued evolution of the UK function.

Responsibilities

As a Customer Success Team Manager, you will:

• Lead, coach and develop a team of Customer Success Managers, setting clear expectations and fostering a high-performing, accountable culture through regular performance, development and coaching conversations.


• Own team performance against customer success metrics, including retention, engagement, product utilisation, customer outcomes and sustainable revenue retention.


• Drive a consistent, outcome-led customer experience by building trusted customer relationships throughout the lifecycle, identifying risks and adoption gaps, and ensuring appropriate escalation and action plans.


• Use customer insights and data to identify opportunities for improvement, leading process and change initiatives that enhance team efficiency, service quality and customer value.


• Partner closely with Sales, Product, Operations and other stakeholders to resolve customer challenges, improve the end-to-end customer experience, support recruitment and onboarding, and participate in key customer engagements to strengthen outcomes.

Qualifications

• Proven experience leading and developing customer-facing teams in a B2B environment, ideally within SaaS, technology or recruitment, with the ability to build high-performing, accountable and inclusive cultures.


• Strong people leadership skills, including coaching, performance management, development planning and the confidence to address underperformance while recognising and rewarding success.


• Demonstrable experience managing customer success performance against key metrics such as retention, engagement, product utilisation and customer outcomes, with a customer-centric approach that balances commercial priorities and team capacity.


• Strong stakeholder management, influencing and communication skills, with the ability to collaborate effectively across Sales, Product, Operations and other cross-functional teams.


• Analytical and strategic mindset, with experience using customer success systems, CRM and reporting tools to translate data and insight into clear team plans, process improvements, change initiatives and measurable business outcomes.

Additional Information

We’re a community here that cares as much about your life outside work as how you feel when you’re with us. Because your job shouldn’t take over your life, it should enrich it. Here are some of the benefits we offer:

• 29 days holiday allowance + bank holidays


• Private medical and dental healthcare


• Matching pension contribution of 4 or 5% (after 3 years of service up to 10%)


• 24/7 Employee Assistance Programme


• Life Assurance Cover


• Cycle to work scheme


• Hybrid working model (3 days working from the office)


• Volunteering days


• and you can bring your dog to the office on Mondays!

Our commitment

Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.

As a global business we further our DEI and sustainability progress by working with national and international bodies and are proud to have been recognised for our work - both locally and internationally, including:

• Armed Forces Covenant: Silver Award, Employer Recognition Scheme


• EcoVadis: Bronze Award


• Fertility Friendly Employer, accredited by Fertility Matters at Work


• RIDI (Recruitment Industry Disability) Awards: Inclusive Technology Award 2024


• Stonewall: Gold Award


• Stonewall: Top 100 Workplace Equality Index (85)