Customer Success Manager; Wisdom

Wisdom is an employer brand intelligence platform, backed by leading global employer brand agency Wiser. We help companies understand what people want from work, how their employer brand is perceived, and what they can do to attract the right talent.

We combine technology, data and insight to give employer brand and talent leaders the evidence they need to make smarter decisions.

We’re already working with major household-name clients and are growing fast towards £1m ARR.

We’re a small, ambitious team with a lot of room to grow, and we’re looking for someone who can help us strengthen our customer relationships, grow our accounts and build a more scalable customer experience.

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This is a founding Customer Success role with real commercial and strategic scope.

You’ll own the day-to-day success of Wisdom’s customers: onboarding them well, helping them get value from the platform, spotting risks early and making sure they have a strong reason to renew.

But because we’re a small team, the role goes beyond traditional Customer Success.

You’ll also contribute to pitches and demos, identify and help convert growth opportunities within existing accounts, bring customer insight into product and strategy decisions, and help us build the processes we need to support more customers without adding unnecessary complexity.

You’ll work closely with the Strategy Lead and wider Wiser team, and you’ll have significant ownership from day one.

• Own relationships with key client stakeholders and build trusted, long-term partnerships keeping customers informed, supported and engaged throughout the contract
• Lead onboarding, training and ongoing customer support
• Help customers understand how to use Wisdom and turn the platform into something they rely on
• Monitor adoption, engagement and account health, identifying at-risk accounts early and putting clear recovery plans in place

• Own renewal planning and help build a clear commercial case for renewal
• Help shape and support upsell conversations
• Contribute to new-business pitches and platform demos
• Bring real customer examples, proof points and insight into commercial conversations
• Turn customer feedback into structured input for Product and Strategy

• Build and improve repeatable onboarding, training and support processes
• Maintain clear account, renewal and risk tracking
• Improve documentation, workflows and customer communications

We’re looking for someone who has already owned customer relationships in a SaaS, technology or data-led business and is comfortable operating with a high level of autonomy.

• 5+ years managing customers across onboarding, adoption, risk and renewal, ideally across a B2B SaaS product
• Have built and grown relationships with senior stakeholders, identifying and developing expansion opportunities alongside using customer feedback and behaviour to improve product or service delivery
• Worked with commercial teams on pitches and new-business conversations
• Managed multiple accounts and priorities without losing attention to detail
• Operated in an agile, fast-paced environment and built processes, not just followed them

• Personable, confident and credible with clients
• Commercially minded
• Highly organised and comfortable taking ownership
• Curious and analytical - interested in why customers behave the way they do
• Proactive about spotting problems before they become bigger ones
• Comfortable with data and able to turn insight into a clear story
• Pragmatic and willing to get stuck in when needed
• Comfortable and proficient with using AI tools

This is a chance to…