Customer Success Manager

• Bonus/commission tied to client retention and account growth
• Equity / share options
• Location:
  
  Hybrid, London (1–2 days a week in the office)

• Base salary: £30,000–£40,000
• Bonus/commission tied to client retention and account growth
• Equity / share options
• Location:
  
  Hybrid, London (1–2 days a week in the office)
• Start date:
  
  November

Haku is a sales intelligence tool that helps B2B sales teams find the right accounts at the right moment. Instead of working from static lists, our clients see which companies are showing real buying signals, why each lead matters, and can reach out across email, Linked In and phone.

We're an ambitious team in London, and we're growing fast. Customer Success is at the heart of that growth, because our clients' results are our results. You'll be one of the first people to join the team and will help shape how we look after clients as we scale.

Things move quickly here, and everyone owns their work. You'll have the freedom to make decisions, try new approaches and see the impact of what you do straight away. It's challenging work, and it's rewarding.

We're collaborative, and there's no such thing as a bad idea. The best ideas can come from anyone on the team, and you'll play a real part in making Haku even better.

We also make time to enjoy it together. When the team hits a milestone, we celebrate with a team lunch. We get together for regular socials and drinks, head out on offsites, and visit our clients in person so we truly understand the people we work for.

We're hybrid, with days in our London office, so you get time together as a team and flexibility around it.

You'll be the person our clients trust most m their first kickoff call onwards, you'll help them get live quickly, see real pipeline from the platform, and grow with us over time. Our clients are all over the world, so you'll work with sales teams across different markets and time zones.

• Welcome new clients. Run kickoff calls, get to know their go-to-market, and get them live and seeing results fast.
• Shape their targeting. Work with clients on who they should go after and which buying signals matter, then keep refining as results come in.
• Keep campaigns performing. Keep an eye on leads, launches and replies for each account, and step in early with ideas when something could work better.
• Help every user get value. Make sure everyone on the account is using Haku well, and coach reps who are still finding their feet.
• Celebrate results together. Run regular check-ins and quarterly reviews that show clients the impact Haku has had, and plan what's next.
• Grow your accounts. Spot when a client is ready for more leads, more seats or a bigger plan, and work with sales to make it happen.
• Be their go-to person. When a client needs help, you're the first call, and you see it through.
• Bring the customer's voice inside. Share what clients need with product and sales so Haku keeps getting better.

We care more about who you are than what's on your CV. Attitude, graft and genuine care for people will take you further here than any job title.

• Ownership. When a client has a problem, it's your problem. You see it through without being chased.
• Organised. You manage a full book of clients without dropping a follow-up or missing a deadline.
• Calm under pressure. If a client is ever unhappy, you stay steady and focus on finding the fix.
• Empathy. You genuinely care whether your clients succeed, and you take the time to understand what they need.
• Strong communication. You explain things clearly on calls and in writing, and you can hold your own with founders and sales leaders.
• Problem solving. You dig into why something isn't working instead of waiting for someone else to fix…