Customer Success Manager

Customer Success Manager (Hybrid – North of Manchester)

Location:
North of Manchester, UK (Hybrid: 2 days/week in-office)

Contract:
Full-time, permanent

Compensation:
£DOE + 20% variable (OTE)

Reports to:
Head of Customer Success

About Willo

Willo is a global candidate-assessment platform used in 195+ countries. Our mission is to remove talent barriers and help organisations hire better, faster, and more fairly. We're a fast-growing, product-led team scaling worldwide, and we're obsessed with delivering an exceptional experience for every customer and candidate.

The Role

We're hiring a Customer Success Manager (CSM) to own the full post-sale journey—from onboarding through adoption, renewals, and expansion. You'll be the trusted advisor to your portfolio, drive time-to-value, deliver predictable retention, and represent the voice of the customer across Willo.

What You'll Do

Onboarding & Time-to-Value

• Guide customers through a simple, repeatable onboarding process.
• Run value-focused onboarding sessions once customers have already explored the platform.
• Monitor early usage and proactively intervene when activation stalls.
• Shorten time-to-first-value and transition accounts into their long-term success cadence.

Adoption & Outcomes

• Track usage, health, and ROI; deliver impactful QBRs/EBRs.
• Build multi-threaded relationships across champions, exec sponsors, and operational teams.
• Share best practices, playbooks, and resources that deepen adoption.

Renewals & Forecasting

• Own renewal timelines and strategy, maintaining high-accuracy forecasts.
• Navigate procurement and legals; remove blockers and negotiate positive outcomes.

Expansion

• Identify seat, feature, and multi-team expansion opportunities.
• Run structured discovery and partner with Sales to close expansions.

Voice of the Customer

• Surface insights and feature requests to influence our roadmap.
• Contribute to help centre content, enablement, and case studies.

Operational Excellence

• Maintain immaculate CRM hygiene.
• Standardise and improve processes that elevate the customer journey.

What Success Looks Like

• Strong NRR performance.
• Faster time-to-value for new customers.
• Healthy usage and seat adoption across your portfolio.
• Accurate forecasts with no surprises.
• Customer advocacy (references, testimonials, case studies).

What You'll Bring

Must-Haves

• 3+ years' experience in Customer Success or Technical Account Management at a B2B SaaS company.
• Hands-on experience in onboarding, training, and reducing time-to-value.
• Proven renewal and expansion track record.
• Confidence leading trainings, QBRs, and exec-level conversations.
• Commercial acumen: pricing, contracts, negotiation.
• Strong project management and stakeholder skills.
• Proficiency with HubSpot CRM.
• Excellent written and verbal communication.
• UK-based and able to work 2 days per week in our North of Manchester office.

Nice-to-Haves

• Experience in HR tech, TA, workflow, or video tooling.
• Scale-up/start-up experience.
• Comfort with product-led growth environments.

Compensation & Benefits

• Competitive base salary (£DOE).
• 20% variable compensation, paid quarterly.
• Sales commissions for CS lead new business deals.
• One-off payments for Monthly-to-annual contract conversions
• One-off payments for published case studies
• Hybrid working (2 days in office), flexible remote days.
• Monthly wellness allowance, cycle-to-work scheme, Headspace subscription, learning budget, pension, and holiday package.

Interview Process

1. Willo asynchronous video interview
2. Hiring manager interview
3. Practical task (presentation/account plan/QBR)
4. Panel interview
5. Offer

Equal Opportunities

Willo is an equal-opportunity employer. We celebrate diversity and are committed to an inclusive workplace. If you need adjustments during the process, please let us know.