Overview

Join to apply for the Customer Success Manager role at myGwork - LGBTQ+ Business Community.

MyGwork is growing fast — and we’re always on the lookout for talented individuals to join our team. If you’re interested, please share your details and we’ll be in touch.

About the Role

As a customer-centric organisation, our Customer Success Managers (CSMs) play a pivotal role in delivering exceptional service to our clients. They oversee the full customer lifecycle — from smooth onboarding, to helping clients maximise the value of our products, to ensuring our solutions align perfectly with their needs.

When managed successfully, this lifecycle drives exceptional customer satisfaction, high renewal rates, and strong product upgrade adoption.

Our CSMs are more than account managers — they are strategic partners. They work closely with clients to understand their goals, provide tailored guidance, and ensure our products deliver measurable ROI. Each CSM manages a portfolio of 40+ clients, balancing competing priorities and a wide range of customer needs with professionalism and agility.

Key Responsibilities

• Own the customer lifecycle — ensure smooth onboarding and progress through key milestones.
• Act as a trusted strategic advisor — deeply understand customer goals and align our products to help achieve them.
• Master the product offering — communicate its value clearly and ensure customers are fully equipped to use it effectively.
• Maximise customer value — drive satisfaction, achieve renewal targets, and identify/execute on upgrade opportunities.
• Leverage data and analytics — track customer progress, monitor renewals, and identify growth opportunities.
• Report on customer success — share progress and results with clients, demonstrating realised value.
• Gather and relay feedback — capture product insights from customers and feed them back to leadership and product teams.
• Resolve issues promptly — manage any service challenges while preserving strong, long-term customer relationships.

Working for a Start-up

Working for a start-up is one of the most exciting opportunities you will have. It is a fun and rewarding but demanding environment, where some of the below skills and abilities will help define your success:

• Have a warm and witty personality
• Be a team player with good listening skills
• Be high energy, results oriented, and determined to do all what is necessary to drive the success of the company
• Display true entrepreneurial spirit with a passion for a fast-paced, fast-growing environment
• Be willing to support cross-departmental efforts where necessary
• Become an expert on diversity, inclusion, and LGBT+ related matters
• Act as an ambassador of the company at various events

Specific to the Role

• 3+ years of experience in a customer success position strongly preferred
• Demonstrated experience in managing own portfolio of customers (40+) and managing competing priorities of multiple customers at once
• Be familiar with key customer performance and satisfaction metrics (renewal, upgrade, churn, etc.)
• Exceptional ability to foster positive business relationships
• Ability to think strategically with regards to changing customer preferences and product development, matching customer needs to product offering, and identifying product change needs
• Strong written and spoken communication and presentation skills
• Strong MS Office skills (Word, PowerPoint and Excel) including the ability to work with data and prepare presentations for senior management
• Knowledge of Salesforce and other CRM software along with other project management tools such as Monday.com
• Experience in HR and/or Talent Acquisition
• Generous holidays
• Flexible working conditions
• Health Insurance
• Subsidised gym membership

Type: Full-Time

Functions: Customer Success

Location: London (with the expectation of 3 days in the office per week)

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Customer Service

Industries

Technology, Information and Internet