Customer Success Manager ER

As a Customer Success Manager (CSM), you will play a critical role in retaining, developing and growing relationships with senior customer stakeholders across our outsourced employee relations (ER), software, and combined service customers. This role requires credible ER experience so that you can engage confidently with enterprise-sized clients, understand their people priorities and pain points, and act as a trusted partner who can recommend the right combination of products, services and support to help them achieve their objectives.

You will be expected to stay close to your customers’ strategic agendas, building relationships that are strong enough to surface upcoming organisational change, people-risk and ER challenges at an early stage. By understanding what each customer is working on, you will help ensure we can provide timely support with projects such as restructures, redundancy programmes, policy change, complex case management, ER transformation and other people-related initiatives.

Beyond retention, you will also contribute to account growth by identifying where our wider products and services can genuinely address customer needs and create measurable value.

Key Responsibilities:

Customer Relationship Management:

• Build and nurture long-term, strategic relationships with senior stakeholders within assigned customer accounts, acting as a credible ER/HR peer to people directors, HR leaders, employee relations teams and transformation stakeholders.
• Serve as the primary point of contact for customer account escalations and ensure timely resolution of issues.
• Conduct regular check-ins, QSRs (Quarterly Service Reviews), ASRs (Annual Service Reviews) and strategic discussions to understand each customer’s business priorities, people agenda and emerging ER risks, including forthcoming projects such as restructures, redundancies, policy reviews or organisational change where our support may be required.

Revenue Growth:

• Identify and develop upsell and cross-sell opportunities within the customer base by using ER/HR insight to advise customers on additional products and services that directly address their pain points, reduce people risk, improve capability or support strategic change.
• Collaborate with the Sales/Marketing/Professional Services teams to develop and present compelling business cases for additional products and services.
• Monitor customer usage, adoption trends, ER advice-line activity and wider relationship intelligence to proactively identify retention risks,
• expansion opportunities and moments where timely expert support would create value for the customer.

Customer Success Planning:

• Develop and execute Customer Success Plans tailored to each customer’s business goals, people strategy, ER priorities, known pain points and agreed commercial objectives.
• Track and report on key performance metrics such as customer health scores, NPS (Net Promoter Score), NRR (Net Revenue Retention), GRR (Gross Revenue Retention), renewal rates, adoption levels and account growth opportunities.
• Monitor and support the customer journey, ensuring a smooth transition from sales through implementation and onwards to BAU.

Employee Relations Partnership:

• Act as a knowledgeable and commercially aware point of contact for ER advisory customers, proactively managing the advice-line relationship and bringing specialist insight to how the service supports the customer’s people strategy, operating model and risk profile.
• Translate ER case data, advice-line themes, customer conversations and wider workforce trends into strategic recommendations that demonstrate value, support retention and identify where additional advisory, project, software or training support would benefit the customer.
• Maintain current…