Customer Success Manager
Role Overview
Breathe is hiring four Customer Success Managers to manage and grow a high-volume SMB customer portfolio.
This is a commercial Customer Success role with ownership of retention, expansion, customer health, and metrics including NRR and churn.
The role combines one-to-one, digital, and one-to-many engagement to help customers adopt products and achieve better outcomes.
Key Skills for This Role
Full Job Posting
About Breathe
Breathe is a SaaS business providing HR software to UK small and medium-sized businesses.
The company has 17,000 customers and focuses on customer impact, growth, and a people-first culture.
Role Overview
Breathe is hiring four Customer Success Managers to manage and grow a high-volume SMB customer portfolio.
This is a commercial Customer Success role with ownership of retention, expansion, customer health, and metrics including NRR and churn.
The role combines one-to-one, digital, and one-to-many engagement to help customers adopt products and achieve better outcomes.
Key Duties and Responsibilities
- Deliver quarterly targets across NRR, retention, and expansion.
- Forecast and report on upsell, downsell, churn, and NRR across the portfolio.
- Drive retention, product adoption, and account growth.
- Manage a high-volume customer portfolio using multiple engagement channels.
- Prioritize opportunities and risks using customer health, product usage, and commercial data.
- Own customer relationships, experience, and account health.
- Create engagement, adoption, retention, and growth strategies.
- Scale the customer journey through workflows, webinars, automated communications, and digital engagement.
- Share customer, market, and product insights across the business.
- Advocate for customers and contribute to projects improving outcomes and scale.
- Comply with information security protocols when handling data.
Key Competencies and Behaviors
- Commercial accountability and comfort owning targets and metrics are required.
- The ability to analyze customer health, product usage, and commercial data is required.
- Candidates should be organized when managing a high-volume portfolio.
- The ability to learn and explain technical product features is required.
- Understanding of AI, automation, and digital-first engagement is required.
- Strong collaboration, clear communication, proactive behavior, and customer focus are required.
- A positive professional attitude and interest in HR technology are required.
Compensation
- The role offers £34,500 plus 20% OTE.
Working Arrangement
- The role is flexible working and 50% office based, with core hours from 10am to 3:30pm.
Benefits
- Benefits include 25 days of holiday plus an additional day after three years, birthday leave, and UK bank holidays.
- Benefits include private medical insurance, life insurance at twice salary, matched pension contributions at 5%, and an employee assistance programme.
- Additional benefits include two volunteer days, financial wellbeing support, retail discounts, and team-oriented workplace perks.
Hiring Process
- The process includes a virtual screening call, an online competency interview, and a final in-person interview.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at ELMOgroup
Office Administrator
Horsham, GBR
Breathe HR is seeking an Office Administrator to own the practical foundations of its workplace. You’ll coordinate safety, facilities, suppliers, maintenance and office logistics, keeping records accurate and actions on
AI Revenue Operations Manager
Horsham, GBR
Breathe is seeking an AI Revenue Operations Manager to connect AI-enabled workflows, business systems and data across the customer lifecycle. The role focuses on improving operational insight, customer-health signals, re
Office Manager
Horsham, GBR
Breathe HR is seeking an Office Manager to own the practical foundations of its workplace and keep the office safe, compliant, clean and functional. The role coordinates health and fire safety, facilities, suppliers, rep