Customer Success Manager; Tech-Led, SMB

Customer Success Manager (Tech-Led, SMB)

Location
:
Manchester, UK (Hybrid: 2 days/week in-office)

Contract
:
Full-time, permanent

Compensation
:
Salary + Bonus (OTE) + Commission

Reports to
:
Head of Customer Success

About Willo

Willo is a candidate assessment platform that allows companies to assess candidates anytime, from anywhere. We’ve supported hiring in 195+ countries and are scaling globally as a product‑led company. Our mission is to dismantle talent barriers and help every customer and candidate have a simple, delightful experience.

The Tech Touch CSM function plays a critical role in ensuring our large monthly and SMB customer base is successful, healthy, and growing.

The Role – Customer Success Manager, Tech Touch

We’re hiring a Customer Success Manager to own the tech‑touch success model for our monthly customers and SMB annual accounts. You will be responsible for the post‑sale customer lifecycle at scale, leveraging automation, data, and targeted human outreach to drive onboarding, adoption, retention, and expansion across a large book of business.

You’ll blend customer success expertise with data‑driven decision‑making—ensuring customers get the right touch, at the right time, through the right channel. You'll help build and refine the tech‑touch engine that enables Willo to support thousands of customers efficiently while driving strong net revenue retention.

1. Tech‑Touch Onboarding & Activation

Use data, automation, and scalable content to ensure a smooth start for every new customer.

• Manage onboarding for monthly SMB customers using automated journeys, enablement content, and usage triggers.
• Monitor onboarding KPIs such as time‑to‑first‑assessment, first candidates submitted, and admin setup completion.
• Identify customers who stall during onboarding using automated alerts (Hub Spot workflows, health score changes) and apply selective human outreach.
• Continuously improve self‑serve onboarding flows, checklists, videos, and in‑app guidance.
• Handle exceptions where onboarding requires manual guidance.

Goal: rapid activation at scale, minimal friction, and high early adoption.

Manage hundreds of accounts by focusing time where it matters most.

• Trigger automated playbooks for low usage, declining activity, or milestone events (e.g., plan limits reached).
• Intervene manually when data indicates risk—ensuring customers don’t churn due to lack of adoption or unclear value.
• Create and deliver scalable resources: webinars, office hours, video tips, success guides, and email sequences.
• Provide occasional 1:1 support for SMB annual customers as needed.

Outcome: predictable adoption and reduced unmanaged churn.

2. Proactive Retention & Churn Prevention

Because monthly customers don’t have renewal cycles, churn prevention happens continuously.

• Use health scores and trend alerts to forecast churn risk.
• Run targeted outreach campaigns for at‑risk cohorts.
• Understand and resolve blockers before they cause cancellations.
• Provide guidance on optimisation, best practices, and new product features to keep usage strong.
• Partner with Support for issue escalation and fast resolution of friction points.

Success means: monthly customer churn reduces and GRR improves.

3. Expansion & Upsell Opportunities

Leverage product usage patterns to identify natural expansion moments.

• Detect customers who have reached plan limits (candidate volume, assessments, seats).
• Reach out with personalised upgrade recommendations supported by usage data.
• Identify long‑term high‑value monthly customers and transition them to annual plans.
• Run light discovery to understand growth, teams, and additional use cases.
• Partner with Sales on higher‑value expansion opportunities when needed.

This includes: identifying and converting monthly → annual opportunities at scale, a key Willo revenue driver.

4. Voice of the Customer – At Scale

• Aggregate insights from usage trends, churn reasons, and customer feedback.
• Provide the Product team with data‑backed suggestions for roadmap and UX improvements.
• Create and refine help centre content, automated email flows, and case studies to reduce friction and support self‑serve success.

5. Operational Excellence & Tooling…