Senior Customer Success Manager (GBP 80-100K base, Bonus, Remote, Share Options)

1 month, 1 week ago
Full-time
Senior
Customer and Technical Support
Resource Guru

Resource Guru

Resource Guru provides cloud-based team scheduling software that helps organizations efficiently manage and schedule their teams, equipment, and resources. Aimed at project managers, producers, and account directors, the user-friendly platform allows f...

IT Services
11-50
Founded 2011
$1M raised

Description

  • Lead onboarding, implementation, and adoption for larger customers.
  • Run adoption and optimisation reviews to help customers achieve their desired outcomes.
  • Deliver training, product demos, and customer workshops where appropriate.
  • Act as a strategic partner to key customers on scheduling workflows, utilisation, and team planning.
  • Own a portfolio of customer accounts, including enterprise accounts.
  • Manage stakeholder relationships within customer organisations to strengthen adoption and engagement.
  • Own and drive renewals and expansion opportunities.
  • Monitor account health, engagement signals, and churn risks, and intervene when needed.
  • Track and improve retention and adoption metrics such as gross retention and net revenue retention.
  • Act as the voice of the customer internally and share structured feedback with Product and Design teams.
  • Help develop Customer Success playbooks, lifecycle programs, and best practices.
  • Contribute to building a scalable Customer Success function.

Requirements

  • 5+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role.
  • Experience managing B2B SaaS customers, including larger or enterprise accounts.
  • Proven track record of improving retention, expansion, or product adoption.
  • Strong communication and relationship-building skills.
  • Commercial awareness and confidence driving renewal and expansion conversations.
  • Highly organised with the ability to manage multiple accounts effectively.
  • Comfortable working in a small, fast-moving SaaS company.
  • Experience maintaining account records and forecasts in HubSpot is preferred.
  • Comfortable using AI tools such as ChatGPT, Claude, or similar to improve productivity and workflows.
  • Able to work remotely from anywhere within approximately +/- 2 hours of UK time.

Benefits

  • Salary of £80k–£100k base, plus performance bonus and share options.
  • Remote-first working arrangement with flexibility to work from anywhere within +/- 2 hours of UK time.
  • 30 days paid holiday, plus company holiday from Dec 24 to Jan 1.
  • Birthday off and house move day off.
  • £3,000 annual training and conference allowance.
  • £1,000 home office equipment contribution on joining, then every 3 years.
  • £100 monthly health and wellbeing contribution.
  • Pension contribution.
  • Budget to visit local or international colleagues, plus occasional team meetups and travel opportunities.

Interested in this position?

Apply directly on the company website

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