Customer Success Manager

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Customer Success Manager

Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well-funded, with 14,500 customers and an average 6 years' LTV (a rarity in the SaaS industry), Breathe is the number 1 HR Software for SMEs in the UK. But there is more to it - our work culture is award winning, with talented people that are committed to driving impact, while having fun together. We're proud of our track record of success, but we're even more excited about what the future holds for us.

Why is this role important?

The customer Success Manager is responsible for accelerating our customers' success with the Breathe product by owning and developing a high volume of existing accounts. The role is focused on implementing a low-touch, scalable onboarding process, increasing product adoption and customer loyalty through encouraging cross-selling of additional modules, enhancing retention and minimising churn.

Responsibilities:

• Developing a deep understanding of the Breathe product suite and our customers' needs
• Solid understanding of key customer success metrics and strategies for achieving revenue retention and cross-sell targets
• Creating and implementing a scalable journey for a high volume of new customers to reduce onboarding time
• Maximising expansion revenue using software tools to segment customer data to deliver targeted upsell campaigns
• Showcase product value by conducting strategic and meaningful customer account reviews
• Understanding and interpreting customer health data to drive product adoption and reduce churn
• Implementing a process to re-engage disengaged customers
• Working closely with R&D team to provide customer feedback and insights to ensure requirement and preferences are included in planning
• Maintaining awareness of and compliant with information security protocols in relation to your job role and handling of any data

What we value for this role:

• Being a true 'people person'
• Contributing to the team's culture with collaboration, a learning mindset and creativity
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders
• Passion for delivering exceptional customer experiences and driving customer success
• Strong problem-solving and decision-making abilities
• Analytical skills with the ability to form insight-driven decisions
• Ability to understand, evaluate and positively impact the customer experience
• Good organisational, coordination and project management skills
• Tech savvy with the ability to pick up new technologies quickly
• Self motivated and a strong team player with a proactive approach
• Championing Breathe's products
• Growth mindset with the desire to continuously improve in your role

Our People Benefits:

• £28k - £32k + commission
• 25 days holiday + birthday off
• Flexible working
• Private medical including dental, optical and mental health cover
• Life insurance 2x salary
• Matched pension scheme (5%)
• Employee Assist Programme
• Learn Days: 1 day per month
• x2 volunteer days per annum
• Access to Reward Gateway for hundreds of discounts

Our hiring process:

Stage 1: Initial screening call with our Talent Acquisition Advisor

Stage 2: In office interview with Lead Customer Success Manager and New Business Sales Manager

Stage 3: Final interview (in office or virtual) with Head of Customer Success and other Senior Manager

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.