Resource Guru is hiring a Senior Customer Success Manager to be at the heart of our customer relationships and retention strategy. You will be a hands-on partner for our customers, ensuring they successfully adopt our platform and achieve their outcomes while managing a portfolio that includes enterprise accounts.
What You'll Do
- Lead onboarding and implementation for larger customers.
- Run adoption and optimisation reviews to help customers get maximum value from the product.
- Deliver training, product demos, and customer workshops where appropriate.
- Act as a strategic partner to key customers, helping them improve scheduling workflows, utilisation, and team planning.
- Own a portfolio of customer accounts, including enterprise customers.
- Map and manage key stakeholders within customer organisations to strengthen relationships and drive adoption.
- Own and drive renewals and expansion opportunities.
- Identify opportunities for deeper adoption, additional seats, or broader use across teams.
- Maintain accurate account records and forecasts in HubSpot.
- Monitor engagement and account health signals.
- Use product usage data and engagement signals to identify adoption opportunities, expansion potential, and churn risks—and intervene where appropriate.
- Track and improve key metrics such as gross retention, net revenue retention, and product adoption.
- Act as the voice of the customer internally, sharing structured feedback with Product and Design teams.
- Identify opportunities for customer advocacy, including case studies, testimonials, and references.
- Help develop Customer Success playbooks, lifecycle programs, and best practices.
- Contribute to building a scalable Customer Success function.
- Use AI tools (such as ChatGPT, Claude, or similar) to improve productivity, analyse customer information, and summarise insights.
- Experiment with new tools that help automate or improve Customer Success workflows.
- Use AI responsibly and with appropriate care for customer data security and privacy.
What We're Looking For
- 5+ years experience in Customer Success, Account Management, or a similar customer-facing SaaS role.
- Experience managing B2B SaaS customers, including larger or enterprise accounts.
- Proven track record of improving retention, expansion, or product adoption.
- Strong communication and relationship-building skills.
- Commercial awareness and confidence driving renewal and expansion conversations.
- Highly organised with the ability to manage multiple accounts effectively.
- Comfortable working in a small, fast-moving SaaS company.
Technical Stack
- HubSpot
Team & Environment
You'll join a small, fully remote team. Initially, you will report directly to co-founder Percy, and will likely transition to reporting into a Head of Customer as the company grows. You'll collaborate closely with Product, Marketing, Sales, and the founders.
Benefits & Compensation
- Compensation: £80k–£100k base + equity share options.
- Stock options.
- Work from anywhere (within at least +/- 2 hours of UK time)—co-working space will be provided if necessary.
- 30 days paid holiday + Dec 24 - Jan 1 company holiday.
- Birthday off + house move day off.
- Flexible hours.
- Annual training and conference allowance: £3,000.
- A home office equipment contribution upon joining (then every 3 years): £1,000.
- Budget to visit local or international colleagues.
- Monthly health & wellbeing contribution: £100.
- Pension contribution.
- International travel for team meetups (Guru Gatherings).
Work Mode
This is a fully remote position. You can work from anywhere within +/- 2 hours of UK time.
Resource Guru is an equal opportunity employer.
