Customer Success Manager

Do you thrive on building meaningful client relationships, influencing business growth, and delivering exceptional customer experiences? Are you someone who loves spotting opportunities, solving challenges, and helping customers unlock maximum value from innovative technology?

If so, we'd love to hear from you.

We're looking for an ambitious and commercially minded Customer Success Manager to join our growing team. In this role, you'll become a trusted partner to our clients, helping them maximise the impact of their employee benefits strategy while identifying new opportunities to strengthen and expand partnerships.

You’ll have the chance to work with a portfolio of exciting customers, drive long-term success, and play a key role in our continued growth journey.

• Building strong, strategic relationships with senior client stakeholders and becoming their trusted advisor.
• Driving customer satisfaction, engagement, retention, and long-term loyalty.
• Identifying and converting upselling and cross‑selling opportunities that create value for both our clients and the business.
• Leading impactful Quarterly Business Reviews, delivering insights, recommendations, and growth strategies.
• Presenting solutions, proposals, and business cases that inspire confidence and drive action.
• Championing adoption and engagement across the Hapi platform, ensuring customers realise maximum value.
• Collaborating with teams across the business to deliver outstanding customer outcomes and seamless project delivery.
• Acting as the voice of the customer internally and the face of the business externally.

• Proven success in Customer Success, Account Management, Client Relationship Management, or a similar customer‑facing commercial role.
• A track record of growing and retaining customer accounts while achieving commercial objectives.
• Outstanding relationship‑building, communication, influencing, and negotiation skills.
• Strong commercial awareness and the ability to identify opportunities that drive growth.
• A proactive, solutions‑focused mindset with the ability to thrive in a fast‑paced environment.
• Excellent organisational skills and the ability to manage multiple priorities effectively.
• Experience in Employee Benefits, HR Technology, SaaS, or a subscription‑based environment would be highly advantageous.

• Minimum of 25 day holiday rising with service and option to purchase more
• Private medical insurance and practical health plan
• Free travel insurance
• Enhance maternity and paternity leave
• Online GP

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page -

Bringing energy and enthusiasm to your work every day. We value people who are motivated, engaged, and excited to make a difference.

We move with purpose, staying focused and efficient to get things done while maintaining high standards. We value action and smart decision‑making to drive progress.

It’s not just about what we do, but how we do it. We approach every task with integrity, respect, and a commitment to delivering our best work.

Personal Group is proud to be an inclusive employer and welcomes applications from people of all backgrounds and experiences. We support flexible working where possible, with core hours typically between 10:00–16:00 and remaining hours worked to suit individual needs.

We are committed to making adjustments and providing accommodations throughout the recruitment…