Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: United Kingdom

Reporting To: Head of UK Customer Success

Description

• This is a remote role based in the U.K., with a few in-person team meetups each year. Our HQ is in Jersey, UK, and our 80-person team is spread across the U.K. and U.S.
• Our product is deep, flexible, and genuinely complex. You’ll need to understand a wide range of customer types and workflows—not just one industry or use case.
• Pinpoint isn’t for everyone. We’re still in startup mode. Things move fast, some processes are still evolving, and you’ll need to be proactive, adaptable, and hands-on.
• This role is inherently cross-functional. You’ll sit in CS but work closely with Marketing and RevOps to shape and deliver scaled engagement — which means shared priorities, shared tools, and shared accountability.
• This is a role with clear commercial goals. Your success will be measured by the impact you drive and the depth of customer engagement — with a strong focus on Gross Revenue Retention, Net Revenue Retention, renewal performance, account expansion, churn reduction, and identifying upsell opportunities.
• Our values shape how we work. We’re looking for people who embody these values in everything they do

About the Role:

• Own commercial outcomes (NRR, GRR) for our SMB segment, with a focus on driving adoption, retention, and expansion at scale.
• Analyze your book of business to identify risks, usage gaps, and growth opportunities—using signals like product usage, plan type, lifecycle stage, and company context.
• Contribute to targeted lifecycle campaigns in partnership with Marketing and RevOps—covering key moments like onboarding, feature adoption, re-engagement, and upsell.
• Leverage support from Marketing Ops and RevOps to execute effectively—without relying on a dedicated customer marketing function
• Help build and refine a scalable engagement playbook for the SMB segment, shaping future investment needs as the team grows
• Track and report on performance across your segment, sharing insights on campaign effectiveness, feature adoption, and customer health.
• Escalate high-potential accounts when needed, and support 1:many engagement efforts like webinars, onboarding experiences, and content improvements.
• Respond to product alerts, lifecycle signals, and customer issues via tickets—balancing responsiveness with proactive outreach.
• You’ll operate more like a structured operator than a relationship manager—working out of tools to drive outcomes across a large, diverse book.
  

About You:

• 2+ years of experience in Customer Success Management within a B2B SaaS environment (huge plus if HR or TA Tech)
• Has managed a high-volume portfolio (100+ accounts) and driven outcomes in a lower-ACV model—through structured, one-to-many engagement, not just 1:1 support
• Strong analytical and commercial instincts—able to segment a customer base, interpret product and usage data, and prioritize where to take action
• Experienced working cross-functionally with RevOps and Marketing—especially on campaign planning, targeting, and feedback loops
• Thrives in high-growth SaaS startups with lean teams and evolving processes—takes ownership, adapts quickly, and figures things out
• Proactive and structured—good at spotting signals, setting priorities, and executing quickly
• Based in the U.K. and comfortable working remotely

What We Offer:

• ???? Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered
• ️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
• Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first
• Retirement matching – A competitive plan to help you hit your long-term financial goals
• Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
• Meaningful equity – You’re helping build something special, and you should share in its success
• Generous parental leave – Up to 16 weeks of fully paid leave to support new parents
• Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth
• Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work
• A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow