Customer Success Manager (Hybrid – North of Manchester)
Location: North of Manchester, UK (Hybrid: 2 days/week in-office)
Contract: Full-time, permanent
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.
- 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.
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.
- Strong project management and stakeholder skills.
- Proficiency with HubSpot CRM.
- 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.
- Comfort with product‑led growth environments.
- Competitive base salary (£DOE).
- 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
- Practical task (presentation/account plan/QBR)
- Offer
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.
Additional Details
- Seniority level: Mid‑Senior level
- Employment type: Full‑time
- Industries: Software Development
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