Strategic Customer Success Manager

2 weeks ago

Devon, United Kingdom ISL Talent Full time

Strategic Customer Success Manager


Location: hybrid role (regular visits to London or Exeter office)

Salary: up to £75k



As a Strategic Customer Success Manager, your primary focus will be on driving revenue growth and ensuring customer success. You will manage a portfolio of enterprise customers, identifying upsell and renewal opportunities, and building strong relationships with key decision-makers to maximise business value. Alongside this, you will lead the hands-on onboarding process, managing the full project lifecycle — from discovery through to go-live — ensuring seamless platform adoption. You will develop strategies to optimise customer health, mitigate risks, and ensure retention. This role is critical in delivering value to customers, fostering advocacy, and achieving growth targets in a high-paced, dynamic environment.



Responsibilities:


  • Account Management: Hands-on management of a portfolio of enterprise customers, with a primary focus on driving value from onboarding through to renewal. Actively seek upsell and cross-sell opportunities to meet growth targets
  • Onboarding & Solution Delivery: Lead the end-to-end onboarding process, managing discovery, design, build, testing, and go-live stages. Troubleshoot issues, train customers to optimise use of RoleMapper, and ensure smooth adoption and implementation
  • Customer Health & Retention: Proactively monitor customer health metrics to identify risks to retention and success. Develop action plans to address potential challenges and ensure continued satisfaction and value delivery.
  • Building Strategic Relationships: Cultivate strong relationships with decision-makers, influencers, and users. Serve as a trusted advisor, sharing market insights and ensuring customers become advocates for the platform.
  • Strategy & Growth Initiatives: Develop and execute strategic account plans that identify and pursue opportunities for growth, expansion, and increased platform adoption.
  • Continuous Process Improvement: Continuously improve both onboarding and customer success processes. Focus on scalability, efficiency, and enhancing customer outcomes while identifying potential product enhancements or process innovations.



Required experience:


  • Strategic Account Management: Proven ability to grow enterprise accounts through upsell, renewals, and expansion, while building strong, strategic relationships
  • SaaS Onboarding Expertise: Hands-on experience managing the full onboarding lifecycle, from discovery to go-live, ensuring seamless platform adoption
  • Tech Savvy & Problem-Solving: Strong understanding of HR tech, able to troubleshoot technical challenges and continuously improve processes for both customers and internal teams
  • Excellent Relationship Management Skills: Ability to engage with senior stakeholders and decision makers and foster deep, trusting relationships.
  • Excellent Communication Skills: comfortable delivering presentations and writing communications to senior leaders



To be successful working with us you will be “Start-up ready”. You are naturally proactive, have a positive attitude to change; have a continuous improvement mindset, are flexible, always happy to go beyond your brief; enjoy working at pace and comfortable with ambiguity.

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