ER / HR Senior Customer Success Manager - CIPD L5+. Remote, RECRUITMENTREVOLUTION.COM

Enterprise Customer Success | Employee Relations | HR Technology | Strategic & Value-add Account Relationships Help Some of the UK's Biggest Employers Transform Employee Relations

Do you enjoy building trusted relationships with senior HR leaders and helping organisations navigate complex employee relations challenges?

Are you CIPD Level 5 qualified or above , with 5+ years’ experience across employee relations, HR or people advisory, a strong understanding of UK employment law and the commercial instinct to spot opportunities to create greater customer value?

Do you have experience growing customer relationships and ARR through strategic upselling and cross-selling, ideally within B2B SaaS or professional services?

Looking for a role where you can influence strategic HR conversations, strengthen long-term partnerships and help enterprise organisations get the very best from their HR technology and advisory services?

We’re looking for 2x experienced Customer Success Managers to become a trusted strategic partner to some of the UK’s best-known employers.

The Role at a Glance ER / HR Customer Success Manager

Remote Working | Occasional Travel to our Ellesmere Port, Cheshire office & Client Sites

£50,454 - £65,454

37.5 Hours per Week | Flexible Working Between 8:00am-7:00pm Monday-Friday

Reporting to: Head of Customer Success

Pedigree: UK's Leading Provider of HR Technology, Consulting & Advisory Services

Clients Include: Currys, Wickes, Virgin Atlantic, Network Rail, BT Group, Sainsbury's, Pret A Manger, Post Office and more

Your Background / Skills: Customer Success, Employee Relations, HR Technology, HR Consulting, HR Business Partnering, Enterprise Account Management, Employment Law, Commercial Account Growth, Stakeholder Management

Qualifications: CIPD Level 5+ or equivalent HR qualification highly desirable

About Us We help organisations unlock the full potential of their people through award-winning HR technology, consulting and advisory services.

By combining cloud technology, data insight and genuine HR expertise, we help some of the UK's largest employers simplify employee relations, reduce people risk and build stronger workplace cultures.

Unlike businesses that simply sell software into HR teams, we understand HR because Employee Relations is at the heart of everything we do.

Our award-winning SaaS platform, empower®, alongside our consultancy and advisory services, enables organisations to manage people matters with greater confidence, consistency and efficiency, delivering meaningful outcomes for some of the UK's most recognised brands.

The Opportunity As a Customer Success Manager, you'll become the trusted strategic partner for a portfolio of enterprise customers across our outsourced Employee Relations, HR software and combined service offerings.

This is far more than a traditional account management role.

You'll build strong relationships with HR Directors, Employee Relations leaders and senior stakeholders, taking time to understand each organisation's people strategy, operational priorities and upcoming change initiatives.

Whether customers are planning restructures, redundancy programmes, policy reviews, organisational change or wider Employee Relations transformation, you'll ensure we are positioned to provide the right combination of technology, advisory support and professional services to help them achieve their objectives.

Where You'll Add Value

  • Build trusted, long-term relationships with senior HR, Employee Relations and Transformation stakeholders.
  • Act as the strategic lead across your customer portfolio, ensuring an exceptional customer experience.
  • Lead Quarterly Service Reviews, Annual Service Reviews and strategic planning sessions.
  • Develop tailored Customer Success Plans aligned to each customer's people strategy, Employee Relations priorities and commercial objectives.
  • Identify opportunities to grow customer accounts through additional software, advisory services, consultancy and professional services.
  • Monitor customer health, product adoption, Employee Relations trends and account activity to proactively identify risks and opportunities.
  • Translate Employee Relations insight, workforce trends and customer data into meaningful strategic recommendations.
  • Partner closely with Sales, Product, Marketing, Professional Services and Support teams to deliver joined-up customer outcomes.
  • Drive customer retention while contributing towards Net Revenue Retention and long-term account growth.
  • Champion customer feedback internally, helping shape future products and services.
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