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Customer Success Team Manager

The Stepstone Group
London, GBR
Manager
Hybrid
Discovered 2 weeks ago
Communication

Full Job Posting

Responsibilities

  • As a Customer Success Team Manager, you will:
  • Lead, coach and develop a team of Customer Success Managers, setting clear expectations and fostering a high-performing, accountable culture through regular performance, development and coaching conversations.
  • Own team performance against customer success metrics, including retention, engagement, product utilisation, customer outcomes and sustainable revenue retention.
  • Drive a consistent, outcome-led customer experience by building trusted customer relationships throughout the lifecycle, identifying risks and adoption gaps, and ensuring appropriate escalation and action plans.
  • Use customer insights and data to identify opportunities for improvement, leading process and change initiatives that enhance team efficiency, service quality and customer value.
  • Partner closely with Sales, Product, Operations and other stakeholders to resolve customer challenges, improve the end-to-end customer experience, support recruitment and onboarding, and participate in key customer engagements to strengthen outcomes.
  • We’re a community here that cares as much about your life outside work as how you feel when you’re with us. Because your job shouldn’t take over your life, it should enrich it. Here are some of the benefits we offer:
  • 29 days holiday allowance + bank holidays
  • Private medical and dental healthcare
  • Matching pension contribution of 4 or 5% (after 3 years of service up to 10%)
  • 24/7 Employee Assistance Programme
  • Life Assurance Cover
  • Cycle to work scheme
  • Hybrid working model (3 days working from the office)
  • Volunteering days
  • and you can bring your dog to the office on Mondays!
  • Our commitment
  • Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.
  • As a global business we further our DEI and sustainability progress by working with national and international bodies and are proud to have been recognised for our work - both locally and internationally, including:
  • Armed Forces Covenant: Silver Award, Employer Recognition Scheme
  • EcoVadis: Bronze Award
  • Fertility Friendly Employer, accredited by Fertility Matters at Work
  • RIDI (Recruitment Industry Disability) Awards: Inclusive Technology Award 2024
  • Stonewall: Gold Award
  • Stonewall: Top 100 Workplace Equality Index (85)
  • Totaljobs is a leading online job board in the UK dedicated to connecting job seekers with their ideal employment opportunities. As a major player in the UK’s job market, we had a key role in facilitating millions of job placements across various sectors and industries.
  • We are proud to be part of The Stepstone Group, a global expert in job-tech platforms. Being part of a global team allows us to leverage cutting-edge technology, data, and industry expertise to enhance our services and continuously innovate our technology to meet the needs of the job market.

Qualifications

  • Proven experience leading and developing customer-facing teams in a B2B environment, ideally within SaaS, technology or recruitment, with the ability to build high-performing, accountable and inclusive cultures.
  • Strong people leadership skills, including coaching, performance management, development planning and the confidence to address underperformance while recognising and rewarding success.
  • Demonstrable experience managing customer success performance against key metrics such as retention, engagement, product utilisation and customer outcomes, with a customer-centric approach that balances commercial priorities and team capacity.
  • Strong stakeholder management, influencing and communication skills, with the ability to collaborate effectively across Sales, Product, Operations and other cross-functional teams.
  • Analytical and strategic mindset, with experience using customer success systems, CRM and reporting tools to translate data and insight into clear team plans, process improvements, change initiatives and measurable business outcomes.

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