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Full Time

Customer Success Manager

Stoke HQ/ Remote

Job Overview

As a Customer Success Manager at Huler, you will be our Employee Experience expert, customer advocate and first point of contact for our growing book of customers. You will manage the customer throughout the entire lifecycle, from onboarding to upsell, expansion and renewal. Ideally, you are someone who enjoys working strategically with ‘land and expand’ accounts and are motivated by solving problems.

The Logistics
At Huler, we support our teams to work how, when and where they’re most productive. We will never undervalue being together in person to aid communication and collaboration across all areas of the business. Sales, CS and marketing teams get together at least once a month, plus quarterly company get togethers at our HQ in Stoke-on-Trent – the rest of the time remote, with no invite needed to work from HQ at any other point.

Perks & Benefits...
• Share Options
• Healthcare Cash Plan for you and for your family
• Enhanced sick pay & compassionate leave
• Wellbeing & EAP service offering free F2F/telephone counselling
• Savings on gyms, digital fitness and multi activity memberships
• 25 days annual leave + bank holidays
• Dedicated L&D budget
• Team social budget
• 3% Company Pension Contribution
• Death in Service (3x salary)
• Free Will for our people & their partners

What to Expect

The Interview Process
First, you’ll meet Ella, our People & HR Coordinator and Owen, our Customer Success Lead. In this interview, you will have the opportunity to learn more about Huler and ask any questions you may have about the role, and we will also find out why Huler interests you and what you think you can bring to the team. If you are successful, we will set a small Customer Success task which you will present to Owen and Suzi, our Staff Director, in a final stage interview. The final stage interview will be where you talk about your Customer Success task, your skills and experience and how you have applied your experience and skills in previous roles.

At Huler, we’re on a mission to build an inclusive, welcoming culture that encourages and actively supports diversity and 97% of our teams believe we’re headed in the right direction. Our race, gender, religion, background, sexuality and beliefs are what make us unique. Our people are expected to always treat each other with respect, care and compassion. This starts from the moment you apply for a role at Huler, so we want you know we’re an equal opportunity employer. We will always strive to be as inclusive as possible in all aspects of employment and have a zero-tolerance policy for discrimination of any kind.

About You

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Customer Success Manager


Full Time


Stoke HQ/ Remote



    • Providing excellent customer service through all forms of communication

    • Working synonymously with sales and marketing to provide the most personalised experience to your customers, even before point of initial sale

    • Leading strategic initiatives with the customer, such as case studies, partnerships and POCs

    • Working cross-collaboratively, you will work alongside development and product teams to quickly identify challenges our clients face and recognise how to overcome them

    • Analysing customer insights and data to propose better ways of working and use of new/alternate features

    • Articulating the customer journey and results on a regular basis, making decisions to support the customer strategy in a live environment

    • Managing the customer success pipeline, ensuring data is up to date and accurate for you and the team

    • Sharing successes and feeding back areas of customer dissatisfaction and escalating accordingly

    • Providing quality support to customers through a variety of channels keeping the customer at the centre of decisions

    • Understanding client needs, challenges and future ambitions in order to provide strategic input on how our products/ services can develop in line with their business objectives

    • Leading QBRs and EBRs with key stakeholders within your accounts

      • 1+ years previous experience in a Customer Success role, ideally within the SaaS space

      • Strong communication skills, including the ability to articulate technical to non-technical

      • Proficient in Microsoft Office

      • Proven track record of driving customer success and satisfaction

      • Proven track record in increasing ARR/MRR across accounts

      • Strong problem-solving skills and ability to think creatively

      • Knowledge of CRM software and customer success metrics & playbooks

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