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Customer Success Manager, HR SaaS, Birmingham (Hybrid working)

Customer Success Manager, HR SaaS, Birmingham (Hybrid working), up to £40,000 Basic Salary, £44,000 OTE. This is an extraordinary Customer Success Management role with a growing scale-up software business, a PE-backed SaaS provider of HR and payroll solutions. The company are fast becoming the market leader in their niche sector, well invested for growth and enjoying significant expansion in both sales income and staff numbers.

Your responsibilities:

* Managing a small team of two, your primary role will be to onboard new clients and provide a phenomenal customer service experience.
* You will lead the team that delivers a flawless and consistent customer journey and work closely with the sales division.
* The team has been managed by the Chief Revenue Officer, to date. They are now moving into a more strategic role within the business.
* Your remit will be to scale up the team across 2022 and into 2023 and be involved in introducing playbooks, structure and processes to ensure a brilliant customer experience.
* You will also develop training plans with the CRO to achieve a positive growth culture where new Customer Success Representatives can provide a consistent customer experience.
* The role is 50% people-management and 50% customer service delivery, hence the need for the 'player manager' or 'Team Captain'.
* Significant resources will be made available to you to deliver the overall company strategic goals.

What's Required

* Customer success experience, ideally at a 'team leader' or people-management level. Experience with onboarding new clients in a SaaS environment would be perfect!
* Account Managers with superb customer service within SaaS will also be considered.
* A genuine 'leads by example' approach - someone always looking for continuous improvement in processes and customer service.
* A proactive, creative and hugely positive personality that is full of ideas and an excellent relationship builder
* Someone with brilliant people skills and considers themselves to be an 'active listener' (this is a crucial requirement)
* An ability to quickly gain the confidence of an already successful sales team, grasp new concepts and quickly find solutions to customer problems.


* This is a hybrid working role. Your team currently works from the office in the West Midlands two days per week, including Fridays when the whole firm is together. You can choose how to shape the rest of your week around this.
* You will be required to meet your team and clients around this, as necessary

In return

* You will receive a basic salary of up to £40K, with a profit-related bonus.
* Share options
* Pension, Private Healthcare and regular social events.

This retained role is managed by Rob, who said, "This is a perfect role for a brilliant Customer Success professional that wants to work in an entrepreneurial environment. It is fast-paced, constantly evolving and offers a great work-life balance. The role offers huge growth potential, and the entire team are fun, ambitious and has great direction."

To apply

Click Apply Now or contact Rob or connect with him - robscottsalesrecruiter - or email This vacancy is being advertised by Aaron Wallis Recruitment and Training Limited operating as an Employment Agency, registered in England No. 6356563. View our Privacy Policy and Candidate Privacy Notice

Posted: 20/05/2022

Salary £36000 - £40000 per annum + Bonus and Share Options
Status Permanent Industry IT/SaaS/Telecoms
Location United Kingdom,--Birmingham Reference RS46422N

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