Customer Success Manager

Location: Milton Keynes – based in office 2 days a week (hybrid)

Hours: Full time

Reporting to: Head of Customer Success

Salary: £42,000 – £45,000 + variable (15% of base OTE)

Framework: L3

About WorkBuzz

WorkBuzz was founded in 2018, has raised £12.5m funding and has 400 clients, including iconic brands like Five Guys, Butlins and Virgin. Our mission is to lead a new era of employee listening: AI-first, beyond surveys and turning employee voice into competitive advantage.

Our AI-powered platform makes it easy for mid and large-sized companies to gather real-time employee feedback and uncover what truly matters. Our new AI-native product Dialogue launches us into operational listening, putting employee listening in the hands of operational leaders – where decisions are made and change actually happens.

Trusted across industries, we combine smart technology with a human approach - helping leaders make better decisions, faster. We’re growing fast and looking for mission-driven people to join us!

The Role

We believe that great client experiences are the foundation of long‑term success. As a Customer Success Manager, you’ll own a portfolio of mid-market accounts (broadly £15k–£25k ARR) end to end, from onboarding through to renewal. You’ll act as a trusted advisor, helping clients get real value from WorkBuzz, from initial onboarding through to ongoing adoption. This is an individual contributor CSM role, so you’ll take on more complex mid-market accounts, work with greater independence and contribute to how the wider Client Success team operates, including mentoring newer colleagues.

The role carries commercial accountability across NPS, health score, NRR and upsell, alongside responsibility for client relationships and delivery. You’ll be expected to spot churn risks and expansion opportunities early and take action before you’re asked.

Key Responsibilities

• Portfolio ownership — Growing and retaining a portfolio of mid-market clients, including some of our larger and more complex mid-tier accounts.
• Relationship management — Building excellent relationships, becoming a trusted advisor and helping clients use platform features and best practice to meet their goals.
• Onboarding — Setting up WorkBuzz for new customers based on their unique challenges and goals.
• Training & enablement — Helping clients launch their own surveys and get maximum value from the platform.
• EBRs and insight reviews — Leading Quarterly Business Reviews independently, translating data into clear, practical recommendations.
• Risk & opportunity monitoring — Spotting churn risk or expansion opportunity early and acting on it.
• Journey and playbook improvement — Contributing ideas that shape how the whole Client Success team works, not just how you work.
• Peer mentoring — Supporting the development of newer Client Success Executives.
• Cross-functional collaboration — Working with Product and CX to feed client insight into wider decisions.
• Data & CRM — Keeping customer success metrics and records accurate and current in Planhat.
• Commercial performance — Delivering against KPIs including NPS, Customer Health, Net Revenue Retention and upsell pipeline contribution.
• Flexibility — Occasional out-of-hours support, and travel to client visits and events.

What this role is really like

This is not a light-touch or purely relationship-focused role. The executional elements, including accurate CRM records, well-run onboarding and sharp EBR preparation, are a core part of delivering strong client outcomes.

Success in this role requires strong organisational skills, attention to detail and a genuine interest in building deep platform knowledge, alongside the confidence to work with senior client stakeholders. It’s a genuinely fast-paced role that requires adaptability as the business continues to grow and evolve.

Requirements for the role

• 3+ years' experience managing mid-market SaaS clients through a full client lifecycle
• A track record of retention and growth impact within a portfolio, with a good eye for commercial detail
• Confidence communicating and influencing at senior levels, including with client decision-makers
• Ability to lead client relationships independently, including more complex accounts within your portfolio
• Experience contributing to Client Success improvement initiatives, and appetite to do more of this
• Comfortable interpreting data for clients and translating it into clear, practical recommendations
• Strong technical aptitude — comfortable with platform admin, troubleshooting and process detail
• A growth mindset — you look for ways to improve how the team works, not just how you work
• Commercially aware, with the ability to recognise risk and opportunity before it's flagged by someone else
• Tech savvy, utilising AI tools for productivity and effectiveness in‑role
• Able to adapt quickly in a changing environment
• Willing to travel for client meetings and events, with occasional out-of-hours support where required

Our culture is built on our values and the behaviours that bring them to life.

We seek people who chime with our values and demonstrate, in their own way, behaviours that bring them to life. We’re not looking for one “type” of person - we value individuality and diversity. What matters most is that candidates demonstrate behaviours that support success in‑role and make our culture thrive.

Aspire Higher - We set BIG goals, embrace growth and challenge limits. Reaching for new possibilities, we are curious and continuously learning, if there’s a better way, we’ll find it.

Own with Impact- We take ownership and hold ourselves accountable, focused on creating meaningful impact. We lean in and own it with purpose and passion.

Energised by Challenge- We never stand still! We approach challenges with energy and resilience. We thrive on the tough stuff, embracing change as a constant.

Trust in Action- We build trust through our expertise and through consistent, high‑quality delivery. With transparency, reliability and authenticity at our core, we act with integrity and do what we say, delivering on our promises.

Win Together- We are fuelled by collaboration. We elevate each other, our clients and our partners showing up in meaningful ways. Sharing in success, we celebrate every victory- big or small.

Why you’ll love working at WorkBuzz

• Our culture – WorkBuzz is fast-paced, dynamic and rewarding. Everyone has a voice and the smartest idea wins.
• Clear purpose – be part of building something which matters.
• Be the best you can be – we will invest in your development and help you grow.
• Competitive salary, share options, private health insurance and a range of other benefits
• Flexible/ hybrid working – the opportunity to split your time between home working and our Milton Keynes office.
• Check out our Glassdoor reviews!

We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels respected, valued, and empowered to thrive. Our team is stronger when it is diverse and inclusive.

We welcome applicants from all walks of life and our hiring decisions are based on merit - regardless of age, disability, race, religion or belief, sex, gender, sexual orientation, gender reassignment, pregnancy or maternity, marital or civil partnership status.

If you need any adjustments or support during the recruitment process, please don’t hesitate to let us know. We’re here to ensure a fair and accessible experience, removing barriers that may impede someone’s progress based on their unique circumstances.

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