Senior Customer Success Manager – Onboarding, Delivery

Senior Customer Success Manager – Onboarding, Delivery & Growth

Job purpose:

As a Senior Customer Success Manager, you will own a portfolio of enterprise customers and lead the end-to-end onboarding and delivery lifecycle, from discovery through to go live and ongoing adoption. You will run customer-facing projects that deliver Role Mapper Data Transformation Services (DTS) work streams alongside platform implementation, ensuring high-quality outcomes, clear governance, and on-time delivery. Acting as a trusted advisor, you will help customers embed Role Mapper into their HR and business processes, connect it to their wider HR technology ecosystem, and realise measurable value.

You will drive customer health, retention, and account growth by identifying expansion opportunities, shaping solutions, and partnering closely with Product and Engineering to remove blockers, strengthen integrations, and continuously improve our services.

Responsibilities

• Managing a portfolio of customers with a focus on value realisation, retention, expansion, and advocacy.
• Leading the end-to-end Role Mapper onboarding and implementation process to optimise use, ensure smooth adoption, and enable integration into customer environments.
• Leading the delivery of scoped DTS work streams, translating customer goals into high-quality outcomes using Role Mapper and associated delivery methods.
• Continuously improving how we design and deliver customer outcomes, strengthening repeatable delivery, scalability, and product feedback loops.

To be successful in this role, you will have:

• Proven experience in customer success and strategic account management within a B2B SaaS environment, working with enterprise customers.
• Solid capability in project management, with confidence running multi-workstream implementations and customer-facing delivery programs.
• Demonstrated domain understanding of HR tech, job architecture, skills, rewards, or adjacent people transformation areas, or a strong ability to learn quickly.
• Technical literacy in supporting integrations and data workflows, with the ability to partner effectively with Product and Engineering teams.
• Excellent capability in communication, relationship management, and commercial judgement.
• Strong startup mindset with a bias to action, ownership, and continuous improvement.
• Experience in supporting change management and stakeholder engagement within enterprise transformation programmes, including executive-level communications.

You will also have:

• Demonstrated capability in prioritising effectively, managing detail, and keeping complex customer programmes and stakeholders aligned and on track.
• Proven ability to influence and build trust with stakeholders at all levels, including executive sponsors and cross-functional internal teams.
• Sound commercial awareness, with a focus on delivering measurable customer value, supporting retention, and identifying growth opportunities.
• Ability to operate in fast-paced, evolving environments, with the confidence to adapt, problem-solve, and move work forward pragmatically.
• Motivation to contribute to a scaling start-up, where ownership, accountability, and impact are expected and valued.
• Start-up readiness: proactive, open to change, continuous improvement mindset, flexible, comfortable with ambiguity.

We value a collaborative, inclusive culture with a strong focus on customer value and a transparent, honest approach.

Salary & Benefits

Salary range: £65k - £85k plus share options. In addition to 25 days of holiday, there is a paid shutdown period between Christmas and New Year, equating to 3–5 additional days depending on the holidays.

Role Mapper offers a flexible benefits package including:

• Pension contribution
• Life insurance cover up to 8x annual salary (capped at £750,000)
• Critical Illness cover up to 5x basic salary (capped at £500,000)
• Private Medical Scheme for you and immediate family
• Cash plan with partner coverage
• Cycle to Work Scheme
• Electric car leasing with Loveelectric
• Nursery scheme

Location

Head office is in Exeter, with remote work across multiple locations. You would need to live/work somewhere accessible to one or more listed locations (London, Exeter & Bristol). Flexible memberships to regional work spaces are available.

Recruitment process

Our recruitment process includes several steps to help you understand the role and us better:

• Initial recruiter call to discuss the role and fit
• VP Customer Success Interview for strategy and alignment
• Meet the team
• Work-based assessment and psychometric assessment (Wave)
• Meeting with the CEO & Founder
• We aim to complete the process within 2–3 weeks where possible

Thank you for your interest in Role Mapper — we look forward to receiving your application!