Manager, Customer Success

More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The position

This is a new role. The team has doubled in size over the past year. Brassline is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. The Manager, Customer Success owns post-sale relationships for a book of software customers, from onboarding through renewal. Remote, open to candidates across the UK. Monday to Friday, regular working hours, flexible start and finish.

What you'll be doing

• Own a portfolio of 30 to 50 accounts and their overall health.
• Escalate product bugs and feature requests through Jira with clear context.
• Recruit happy customers for references and case studies.
• Report monthly on churn risk and saves.
• Document every customer touch in Salesforce.
• Flag expansion opportunities to the account executive or account manager.
• Drive renewals alongside the commercial team, starting 120 days out.
• Lead kickoff calls and onboarding plans with new customers.

Minimum qualifications

• 8-10 years in customer success, account management or implementation at a SaaS company.
• Working knowledge of Salesforce.
• Travel up to 15%.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Experience managing renewals or retention targets.
• Bachelor's degree or equivalent experience.
• Comfortable presenting to directors and VPs.

What you get

• Private medical insurance.
• Company pension.
• 28 days annual leave including bank holidays.
• Share options.
• Death in service benefit.

We are committed to equality, diversity and inclusion, and we welcome applications from everyone.

Unfortunately we cannot offer visa sponsorship for this role.

No agencies please.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Brassline Ltd.