Customer Success Advisor

1 week ago

Nottinghamshire, United Kingdom MHR Full time

As a family-owned business our people are central to our success, and following years of organic, consecutive growth, we’re looking for people who share our core values of sustainability, trust, collaboration, and innovation to drive us forwards.

Software never stays the same and neither do we. We want our people to be part of a progressive organisation, encouraged to embrace change and new ideas to shape our future development. Your input is vital, which is why we’re committed to personalised learning paths for every employee to help you, and us, grow.

Our goal is to make the world of work easier as a leader in the HR, payroll, finance, and integration solutions software and services industry. We’re proud to design and develop some of the best business solutions like iTrent and People First to support our customers’ people-related challenges across every vertical.

Looking for the place where you can belong? Join MHR and help us shape the world of work.


The Customer Success function will drive customer engagement, reinforce education, and develop overall customer satisfaction. It will require close working relationships with The Account Management, Marketing and Product functions to increase the overall engagement and adoption levels of the customers as well as driving additional revenue through the customer base through adoption events and engagement. The role will work across medium level accounts and also accounts requiring temporary intervention by the function.

Our Customer Success team spends 50% of their working week traveling across the country attending events, customer communities, expos, networking sessions, and running their own events, whether physical or remote.

Duties and responsibilities:

  • Manage lower-scale Customer Success portfolio accounts, resolving issues promptly and ensuring a positive MHR experience.
  • Support customer onboarding and offboarding, transitioning accounts to BAU within a reasonable timeframe.
  • Develop and execute Customer Success plans for key accounts, ensuring progress and demonstrating value.
  • Collaborate with Account Managers to improve retention, drive adoption, strengthen relationships, and manage risk.
  • Provide strategic support to Account Managers, enabling customers to effectively utilise MHR software and services.
  • Champion business initiatives that enhance the customer experience and journey.
  • Identify opportunities to generate additional revenue by understanding customer challenges and offering tailored interventions.
  • Support Account Managers in migrating customers to People First as part of their success plans.
  • Increase the number of referenceable customers by working closely with Account Managers and teams.
  • Deliver professional product demonstrations tailored to specific requirements.
  • Drive customer adoption of new modules and services, supporting the rollout of new functionalities and improvements.
  • Manage revenue and customer satisfaction targets in alignment with company goals.
  • Promote and support the Customer Education Programme to encourage self-service and reduce customer queries.
  • Lead adoption of key MHR initiatives such as MHR Assist and customer education programmes.
  • Collaborate with Marketing to increase customer awareness of MHR’s full product and service range, developing and rolling out industry-specific plans.
  • Manage and execute customer events to ensure successful delivery and alignment with agreed plans.


Benefits to support you personally and professionally

Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:

  • Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs
  • 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leave
  • Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidays
  • Monthly employee recognition program and departmental awards
  • Referral bonus scheme of up to £2,000
  • Employee-led social events such as running clubs, football teams, book clubs, and bake-offs
  • On-site subsidised restaurants offering a variety of fresh meals daily
  • Opt-in benefits schemes such as private medical insurance and dental coverage

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.

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