Customer Success Manager

Are you a natural problem-solver with a passion for creating exceptional customer experiences? We're looking for a Customer Success Manager to join our growing CX team at Humanforce.

As the champion of our customers, you'll be responsible for ensuring their success by helping them adopt our products and services, and by providing top-notch support every step of the way.

If you're detail-oriented, strategic, and know how to balance the needs of the business and the customer, we want you on our team. Come join us as we change the world of work, one satisfied customer at a time

**About us**

We are a global workforce management solution enabling and empowering the deskless workforce. Our cloud-based solution streamlines onboarding, scheduling and time tracking for employees, while helping businesses improve productivity and optimise costs.

Through our innovative software, we really are changing the world of work.

We are Human. We are Humanforce

**Our approach to flexible work**

We’re passionate about people making their own decisions about where and when they work.

Our aim is to facilitate flexible working where possible to support our people to be effective, empowered and productive to achieve both their career and personal goals. Because we recognise working flexibility means different things to different people, we also know flexible working exists in many forms.

Like flexibility to drop off kids? Or maybe early mornings just aren’t your thing We’re all about that. We also recognise that everyone is a little different and sometimes you’ll need flexible arrangements that suit your situation. We’ll happily discuss your needs and if we can make it work we will

**About you**

Customer experience is everything to you. You are passionate about delivering an exceptional experience whilst managing the balance of business and customer needs.

Detail oriented, you know how to pull up out of the weeds to look at the big picture and drive long term strategy.

If this sounds like you we’d love to hear from you

**What you'll do**
- Spearhead the development and implementation of a standard onboarding model for employers and employees, spanning pre-launch to three months post-launch for customers using our newest platform.
- Devise and execute an engaging calendar of activities for employee engagement campaigns throughout the year, aimed at driving Thrive transaction volumes and enhancing customer experience.
- Establish and manage an 'employee pulse' satisfaction tracker, integrated with employee comms, and incorporate the results into performance reports for customers. Collaborate with marketing to create monthly newsletters and customer engagement tools.
- Facilitate the integration of Gainsight and create customised automated CRM campaigns that support customers and their employees. Tailor these campaigns to suit the unique needs of enterprise, mid-market, and SME customers.
- Collaborate with the CS team to develop a tiered support model for enterprise, mid-market, and SME customers, ensuring their needs are met and their experience with Humanforce is exceptional.

**Requirements**:

- Demonstrable experience as a Customer Success Manager in the B2B SaaS/Cloud industry. WFM or HR systems experience is highly desirable
- Experience in analysing data to identify trends and opportunities to improve business relationships
- Objection handling with empathy and understanding to drive a result, while keeping a cool head
- Managing expectations proactively and with deep customer understanding in a rapidly changing environment
- Experience in an organisation with a complex, strategic sale where best practices and technology define a customer’s success.

**Benefits**
- A flexible working environment - work from the office, work from home, work from the local café - you’ll be able to manage your personal and professional commitments easily
- The opportunity to be part of a fast-growing tech company
- A focus on development with access to LinkedIn Learning
- Employee talent referral scheme (know great people, be rewarded)
- Paid parental leave and volunteering days
- A fun and friendly culture working with passionate and talented people
- A work environment where you can genuinely improve the world of work