Customer Success Manager

*Hybrid Working: 3 days in the London Office

About the Company

This organisation is focused on supporting students as they transition into the workplace by providing innovative digital tools, content, and resources. Their mission centres on helping individuals explore career options, build confidence, and develop the skills needed to succeed.

They work closely with employers, educational institutions, and industry partners to create meaningful connections between students and career opportunities, ensuring the right fit for both candidates and organisations.

About the Product & Team

The business offers a specialised SaaS platform designed to support early careers recruitment at scale. The system brings together multiple functions, including applicant tracking, candidate engagement, assessment management, and pre-hire development tools.

Built with high-volume recruitment in mind, the platform is used by leading graduate and early talent teams across multiple regions. Its flexible configuration allows organisations to tailor workflows while delivering a seamless and engaging candidate experience.

The Customer Success function operates across multiple UK locations and plays a key role in supporting global clients. The team is responsible for implementation, ongoing optimisation, and ensuring customers gain maximum value from the platform.

The Role

As a Customer Success Manager, you will take ownership of onboarding new clients and supporting platform relaunches. This includes configuring the system to meet specific client needs, guiding implementation, and delivering training to ensure successful adoption.

You will act as a trusted partner to clients, combining technical expertise with strong relationship management to help them achieve their recruitment goals. A key focus of the role is delivering a high-quality customer experience and driving satisfaction.

You will also contribute to business growth by supporting pre-sales activity and product demonstrations where required.

Key Responsibilities

• Build a deep understanding of the platform and its capabilities to advise clients effectively
• Configure and customise the system in line with client requirements
• Lead onboarding and relaunch projects from planning through to delivery
• Maintain clear and consistent communication with stakeholders throughout projects
• Develop strong, long-term client relationships
• Identify opportunities to improve platform usage and recommend enhancements
• Document and investigate technical issues, working closely with product and engineering teams to resolve them
• Support internal teams with more complex technical queries when needed
• Deliver training sessions and create user-friendly documentation and resources
• Showcase platform functionality through demos and presentations for both existing and prospective clients
• Contribute insights and feedback to help shape future product development

Success Measures

• High levels of customer satisfaction and engagement
• Smooth and efficient onboarding and implementation processes
• Strong adoption of platform features across client accounts
• Effective collaboration across internal and external stakeholders
• Clear documentation and resolution of technical issues

About You

• Strong communication and relationship-building skills
• Highly organised with the ability to manage multiple priorities
• Technically confident and quick to learn new systems
• Solutions-focused, with the ability to investigate and resolve challenges independently
• Comfortable explaining complex concepts in a clear and simple way
• Professional, adaptable, and proactive in approach

Experience & Skills

• Degree in a relevant field or equivalent practical experience within a SaaS, technical, or recruitment environment
• Experience working with software implementations or onboarding processes is advantageous
• Familiarity with early careers or high-volume recruitment is a plus
• Experience documenting processes or technical requirements is beneficial

Additional Information

• Full-time, permanent position (Monday to Friday)
• Standard probation period applies
• Employment is subject to background screening in line with company policies

If you would like to find out more - please apply now!