Senior Customer Success Manager – Onboarding, Delivery & Growth

Senior Customer Success Manager – Onboarding, Delivery & Growth

Ready to drive customer value, retention, and growth in a scaling SaaS business? If you are motivated by delivering high-quality outcomes, shaping solutions, and building long-term customer partnerships, this role is built for you. Join Role Mapper and lead the evolution of our product that makes workforce decisions fairer, smarter, and more transparent.

In a world where organisations are facing significant skills challenges, increasing compliance requirements and continuous organisational transformation, current approaches to managing job, work & skills data are no longer fit for purpose.

Role Mapper is building the DNA for Work, the data infrastructure powering fair, transparent and AI-driven workforce decisions. Role Mapper brings structure, intelligence and governance to Job, Work & Skills data, enabling transparent, equitable pay decisions, skills-based talent strategies and high-performing teams at scale.

In 5 years, we have built a portfolio of global big brand customers across the UK and US, have recently received significant VC funding, and are now embarking on the next chapter of our growth journey.

If you love working in an inclusive, collaborative, team-first culture and are passionate about helping customers solve some of the biggest workforce challenges, then Role Mapper is the place to be!

As a Senior Customer Success Manager, you will own a portfolio of enterprise customers and lead the end-to-end onboarding and delivery lifecycle, from discovery through to go live and ongoing adoption. You will run customer-facing projects that deliver Role Mapper Data Transformation Services (DTS) work streams alongside platform implementation, ensuring high-quality outcomes, clear governance and on‑time delivery.

Acting as a trusted advisor, you will help customers embed Role Mapper into their HR and business processes, connect it to their wider HR technology ecosystem, and realise measurable value.

You will also drive customer health, retention and account growth by identifying expansion opportunities, shaping solutions and partnering closely with Product and Engineering to remove blockers, strengthen integrations and continuously improve our services.

• Managing a portfolio of customers with a focus on value realisation, retention, expansion and advocacy.
• Leading the end‑to‑end Role Mapper onboarding and implementation process to optimise use, ensure smooth adoption and enable integration into customer environments.
• Leading the delivery of scoped DTS work streams, translating customer goals into high-quality outcomes using Role Mapper and associated delivery methods.
• Continuously improving how we design and deliver customer outcomes, strengthening repeatable delivery, scalability and product feedback loops.

• Proven experience in customer success and strategic account management within a B2B SaaS environment, working with enterprise customers.
• Solid capability in project management, with confidence running multi‑workstream implementations and customer‑facing delivery programmes.
• Demonstrated domain understanding of HR tech, job architecture, skills, rewards or adjacent people transformation areas, or a strong ability to learn quickly.
• Technical literacy in supporting integrations and data workflows, with the ability to partner effectively with Product and Engineering teams.
• Excellent capability in communication, relationship management and commercial judgement.
• Sound start‑up mindset with a bias to action, ownership and continuous improvement.
• Experience in supporting change management and stakeholder engagement within enterprise transformation programmes, including executive‑level communications.
• Demonstrated capability in prioritising effectively, managing detail and keeping complex customer programmes and stakeholders aligned and on track.
• Proven ability to influence and build trust with stakeholders at all levels, including executive sponsors and cross‑functional internal teams.
• Sound commercial awareness, with a focus on delivering measurable customer value, supporting retention and…