Customer Success Manager
Employer: Charlie HR
Location: Live anywhere in the UK; we have 6 set days per year that we require the team to be together in our London office, but you have the flexibility to live anywhere in the UK
Working hours: Full time, No fixed working hours; you take ownership over how you get your work done
Salary: £50,000-£55,500 / year
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About Charlie
We’re Charlie and we exist to Make Work Better. We do this by helping small businesses automate their HR tasks so that they can get the time, headspace and tools they need to build an engaged and high-performing team.
We’re looking for a Customer Success Manager to join our growing Customer team – to support our customers in getting the maximum value from Charlie, whilst mitigating risks and retaining our ultra-low churn rates.
Come on and join us to make work better!
What is a level 3.0 - 3.1
We have a career progression framework that includes all roles. Within the Customer Function, IC1 is a Customer Advocate, IC4 is a Team Lead, and IC levels 2 and 3 cover that middle area.
In this role you will:
As a Customer Success Manager you’ll be responsible for:
Proactively identify at risk customers using the data available and engage them to address issues and prevent churn.
Drive adoption of add-ons through guiding add-on customers through onboarding and ongoing usage.
Implement engagement activities (training, webinars, process improvements etc) to continuously drive value realisation for our customers.
Identify opportunities for Upsell through CSQL’s.
Own renewals for all add-on customers.
Advocate for our customers and their needs internally, using data-backed insights.
Build + nourish relationships with our customers, becoming a trusted partner in ensuring Charlie is fully integrated in our customers’ organisations.
Report on account health and risk, escalating potential issues where required.
Requirements you must have:
A proven track record with 2+ years delivering in a Customer Success or Account Manager role in B2B SaaS.
Relentless focus on risk reduction, driving value realisation and preventing avoidable churn.
Data-driven mindset with experience using CS tools.
Commercial acumen - you’re revenue-driven and motivated to hit both our team and business goals.
Excellent written and verbal communication skills with a proactive and consultative approach to understanding customers’ needs.
Confident in identifying upsell opportunities and positioning them effectively.
Self-awareness and humility – you know that honest feedback is how you grow, and you’re not afraid to ask for help.
An experimentation mindset - you’re not afraid to try new things, learn from experiences, and get “scrappy”.
Let us know if you have: (all of these are desirable, but none are required)
A passion for helping small businesses thrive.
A keen interest in Customer Journeys and driving engagement based on this.
Experience working with HR tech platforms.
This is a permanent full-time role. We cannot offer visa sponsorship and you must be able to work in the UK. We will still consider applications even if you don't meet every single one of the above requirements, so don't be put off if you don't match them absolutely perfectly!
The Way We Work
How we're crafting ownership, belonging and structured flexibility:
A team of 37 that genuinely enjoy spending time together, with regular in-person and remote events to foster connection
9 day fortnights — our adjusted work week. We have every other Friday off work and have a meeting-free Wednesday on the five-day weeks to give time for deep work
Hybrid-first approach; we optimise for office and remote working to be valued equally, and to be equally valuable
Live anywhere in the UK; we have 6 set days per year that we require the team to be together in our London office, but you have the flexibility to live anywhere in the UK
90 bookable "nomad working" days outside of the UK in any timezone each year
No fixed working hours; you take ownership over how you get your work done
An amazing office space in East London's pet-friendly Second Home
“Exploration days” when you can work on whatever across the company
We have review cycles 2x a year using our transparent career progression framework, and dedicated personal development time
You can find out more about the way we work at Charlie by checking out our Handbook here
Compensation Package
A benchmarked salary from £50,500 to £55,500 based on your level within our progression framework
Benefits
£750 yearly Work Your Way Budget (to put toward things like travel to London for company events, getting your home office setup and your L&D)
Access to our Learn You Way Fund (a company-wide fund that folks can apply to bolster their Work Your Way budget for L&D purposes
£30 monthly wellbeing Budget
Private Health Insurance through Vitality
25 days annual leave + public holidays
4 bookable “Personal days” per year for when you can’t bring your full self to work
A sabbatical of up to one month paid at 50% of salary, for every 3.5 years worked at Charlie.
Enhanced Equal Parental Leave policy
Equal Opportunities Statement
We are an equal opportunity employer and believe in the power of a diverse, inclusive team. We welcome all applications from all suitably qualified people, regardless of race, sex, disability, religion / belief, sexual orientation or age.
Please let us know if you require anything which would enable your success throughout our interview process.
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