Customer Success Manager - 12 month FTC

• Manage a portfolio of approximately 20-30 customers as their primary point of contact
• Ensure strong customer engagement, satisfaction, and retention
• Build trusted relationships with customer stakeholders, including senior leaders
• Lead regular customer check-ins and internal account health reviews
• Proactively identify customer risks and opportunities
• Develop and present insight-rich performance updates
• Support customers in maximising platform adoption and achieving long-term outcomes
• Drive customer advocacy by championing feedback internally
• Ensure NPS and other customer insights lead to tangible improvements
• Align the Benifex platform with customers' people, reward, and engagement strategies
• Work closely with Customer Success Directors, who own commercial and contractual account aspects
• Adapt to shifting priorities and evolving customer needs

Requirements

• Solid experience in a Customer Success role
• Strong track record of driving product adoption, engagement, and customer outcomes
• Experience managing complex B2B SaaS customer portfolios with multiple stakeholders
• Confidence working with senior customer contacts and navigating challenging or sensitive situations
• Strong organisational skills and ability to prioritise across a varied portfolio
• Excellent communication and relationship-building skills
• Customer-first mindset
• Proactive and accountable approach
• Passion for delivering exceptional customer experiences
• Must be based in the UK
• Experience in Employee Benefits, HR Tech, or a related SaaS domain is a bonus
• Exposure to large enterprise and/or global customer accounts is a bonus

Core Competencies

Demonstrates expertise in managing B2B SaaS customer portfolios, driving product adoption, and fostering strong relationships with stakeholders. Proven ability to enhance customer satisfaction and retention through proactive engagement and strategic insights.

Highest-signal resume keywords

• Customer Success Management
• B2B SaaS Experience
• Stakeholder Engagement
• Organisational Skills
• Communication Skills

Hard Skills

• Product Adoption
• Customer Engagement
• Account Management
• Performance Updates
• Risk Identification

Soft Skills

• Relationship Building
• Proactive Approach
• Customer-First Mindset
• Adaptability
• Accountability

Industry Keywords

• Employee Benefits
• HR Tech
• Customer Advocacy
• NPS
• Enterprise Accounts