Senior Customer Success Manager, GBP 80-100K base + bonus, Share Options
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Job Description
Senior Customer Success Manager overseeing customer onboarding and expansion opportunities for a scheduling tool. Leading customer relationships and internal process improvement in a fully remote team setting.
Responsibilities:
- Lead onboarding and implementation for larger customers.
- Run adoption and optimisation reviews to help customers get maximum value from the product.
- Help customers adopt Resource Guru effectively and achieve their desired outcomes.
- Deliver training, product demos, and customer workshops where appropriate.
- Help customers adopt new features and best practices.
- Act as a strategic partner to key customers, helping them improve scheduling workflows, utilisation, and team planning.
- Own a portfolio of customer accounts, including enterprise customers.
- Map and manage key stakeholders within customer organisations to strengthen relationships and drive adoption.
- Own and drive renewals and expansion opportunities.
- Identify opportunities for deeper adoption, additional seats, or broader use across teams.
- Maintain accurate account records and forecasts in HubSpot.
- Monitor engagement and account health signals.
- Use product usage data and engagement signals to identify adoption opportunities, expansion potential, and churn risks - and intervene where appropriate.
- Track and improve key metrics such as gross retention, net revenue retention, and product adoption.
- Share structured feedback with Product and Design teams.
- Help identify opportunities to improve the product and customer experience.
- Identify opportunities for customer advocacy, including case studies, testimonials, and references.
- Help develop Customer Success playbooks, lifecycle programs, and best practices.
- Contribute to building a scalable Customer Success function.
- Comfortable using AI tools (such as ChatGPT, Claude, or similar) to improve productivity and customer success workflows.
Requirements:
- 5+ years experience in Customer Success, Account Management, or a similar customer-facing SaaS role
- Experience managing B2B SaaS customers, including larger or enterprise accounts
- Proven track record of improving retention, expansion, or product adoption
- Strong communication and relationship-building skills
- Commercial awareness and confidence driving renewal and expansion conversations
- Highly organised with the ability to manage multiple accounts effectively
- Comfortable working in a small, fast-moving SaaS company
Benefits:
- Stock options
- 30 days paid holiday + Dec 24 - Jan 1 company holiday
- Birthday off + house move day off
- Flexible hours
- Annual training and conference allowance - £3,000
- A home office equipment contribution upon joining (then every 3 years) - £1,000
- Budget to visit local or international colleagues
- Monthly health & wellbeing contribution - to be used as you see fit - £100
- Pension contribution
- International travel - We host Guru Gatherings where we all get a chance to see each other in HD 🌎 Past locations have included Budapest, Dublin, London, Barcelona and Cape Town. Read more about our most recent trip here
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