ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses

About the Company

ABR Talent isn't just another recruitment agency. We're the go-to specialists for start-ups and scale-ups in SaaS, dedicated to building unbeatable Customer Success teams. Our team isn't just familiar with Customer Success - we eat, sleep, and breathe it. We believe in the magic that happens when the right people connect with the right companies, where personalities and customer experiences shine.

Listed Jobs

Company Name

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses

Job Title

Customer Success Manager

Job Description

Job Title: Customer Success Manager Role Summary: Lead and nurture a portfolio of ~60 mid‑to‑large enterprise customers in a B2B SaaS HR‑tech environment, overseeing end‑to‑end lifecycle from onboarding and adoption to renewal and expansion, with a primary focus on driving Net Revenue Retention (NRR) growth and upsell performance. Expectations: - Deliver measurable NRR uplift, renewal rates, and upsell revenue within a high‑growth scale‑up context. - Own commercial performance metrics and be accountable for driving quarterly and annual targets. - Exhibit self‑direction and adaptability in a “many hats” environment, contributing to process design and product feedback loops. Key Responsibilities: - Onboard new clients, ensuring smooth implementation and rapid time‑to‑value. - Develop deep relationships with key stakeholders, positioning your organization as a trusted advisor. - Identify and secure expansion opportunities through upsell, cross‑sell, and partnership models. - Monitor and report on account health, NRR, renewal likelihood, and engagement metrics. - Collaborate with Sales, Product, and Marketing to iterate on customer feedback and inform roadmap priorities. - Negotiate renewals and contract extensions, closing deals with minimal discounting. - Provide coaching and education to customers on best practices and new feature adoption. - Maintain accurate, up‑to‑date records in CRM and generate regular status dashboards for leadership. Required Skills: - Minimum 2 years of customer success experience in B2B SaaS (preferably within HR‑tech, wellbeing, or employee benefits). - Proven ability to manage mixed SMB to Enterprise portfolios and demonstrate commercial growth metrics (NRR, renewal %, upsell). - Strong negotiation, deal‑closing, and business‑case development skills. - Excellent verbal and written communication; ability to build rapport with C‑level executives. - Analytical mindset with proficiency in CRM (Salesforce or equivalent) and data‑driven decision‑making. - Comfortable working in a fast‑paced, start‑up/scale‑up environment with a “many hats” culture. - Proactive, organized, and self‑motivated with a growth‑mindset. Required Education & Certifications: - Bachelor’s degree in Business, Marketing, Management, or related field. - Relevant certifications (e.g., Customer Success Manager (CSM), Certified Customer Success Manager (CCSM), or similar) are advantageous but not mandatory.

London, United kingdom

Hybrid

Junior

09-12-2025