Manager, Customer Engagement

Job Description Technology…...or technology that breathes life into work? SHL, People Science. People Answers.

Join SHL in redefining the $10B Talent Intelligence market, unlocking new opportunities for growth and innovation. As organizations worldwide look to identify the skills of the future and the impact of AI, SHL can offer its clients end-to-end, data-driven workforce insights that power smarter people outcomes.

At SHL, our Manager, Customer Engagement plays a pivotal role in shaping customer success. You’ll motivate a high-performing team to drive adoption, value realisation, and long-term partnerships across our European enterprise portfolio. This is your chance to make a tangible impact on customer experience and retention at scale.

An excellent benefits package is offered in a culture where career development, collaboration and diversity and inclusivity are all intrinsic to our culture. There’s no better time to become part of something transformational. Hybrid working is available.

• Drive strategy to maximise Gross Revenue Retention (GRR) across the European enterprise customer base
• Drive renewals and customer success through adoption, measurable outcomes, and value realisation
• Act as executive sponsor for key accounts, building trusted partnerships at all levels
• Guide, coach, and develop a high-performing Customer Engagement Manager (CEM) team
• Champion proactive customer health monitoring and risk mitigation
• Partner with Enterprise Sales, Operations, and Product teams to deliver seamless customer journeys
• Forecast renewal outcomes accurately and ensure disciplined CRM and success methodology adoption
• Foster a culture of excellence, consultative engagement, and SaaS best practice

• Experience in enterprise SaaS account management
• Proven success driving recurring revenue through renewals
• Strong commercial acumen and leadership
• Expertise in SaaS metrics and customer health

• Multi-market ARR experience
• Strong negotiation and communication techniques
• Experience leading customer success teams
• Familiarity with enterprise SaaS tools and CRM

• We unlock the possibilities of businesses through the power of people, science and technology.
• We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
• When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.

Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL’s business and culture (find out more )

• Employee benefits package that takes care of you and your family.
• Support, coaching, and on-the-job development to achieve career success
• A fun and flexible workplace where you’ll be inspired to do your best work (find out more )
• The ability to transform workplaces around the world for others.

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.