Customer Success Manager

💚
About us:

• We're Huzzle - we connect top talents with leading companies across UK, US, and Europe.
• Hearty, family-like environment with a close-knit team of 25 working remotely.
• Mission:
  Helping people across the globe find fulfilling work.
• Emphasis on autonomy, encouraging each member to act as an entrepreneur within the team.
• We offer a steep learning curve and a chance to grow your skills rapidly.
• On the path to becoming an industry-leading company, but we need your talent and dedication to get there!
• Opportunity for growth and promotion if you do well!

The CSM owns the client relationship from point of hire onward
, with clear responsibility for retention and expansion.

Core responsibilities:

• Run onboarding calls focused on:
  • Setting clear expectations
  • Understanding client goals and success criteria
  • Aligning on timelines and responsibilities
• Proactively manage client follow-ups via email and calls
• Act as the main point of contact for ongoing client issues
• Liaise with the Talent Success team to resolve performance or delivery issues
• Support clients in achieving results, with the goal of expanding accounts once value is proven

• NRR (Target > 100%)
• 3 Mo Client Retention Rate (Target > 70%)
• Gross MRR Churn Rate (Target < 15%)

By 30 Days

• Fully understands our Customer Success processes, tools, and workflows
• Confidently runs onboarding calls independently and sets clear expectations with clients
• Begins owning a portfolio of accounts with light oversight

By 60 Days

• Independently identifies and resolves common client issues without escalation
• Demonstrates strong account prioritisation by clearly segmenting accounts into at-risk, stable, and expansion opportunities

By 90 Days

• Consistently hitting core targets (or clearly trending toward them)
• Fully owns assigned accounts end-to-end with minimal support
• Actively contributes improvements to CS processes, documentation, or playbooks

The ideal candidate is energetic
, proactive
, and ambitious
, with a strong sense of ownership over client outcomes.

This person should:

• Have 2–3 years of experience in Customer Success, Account Management, or a similar client-facing role
• Be comfortable managing multiple clients in parallel + have good processes for prioritisation
• Have excellent written and verbal communication
• Enjoy problem-solving and taking initiative rather than waiting for instructions

Not required:

• Direct industry experience (although it would be a plus)

Red flags:

• Needs heavy structure to operate effectively
• Avoids difficult client conversations
• Treats CS as a reactive support function (i.e. only engages with a client when they reach out)

💰 Competitive salary aligned with experience and qualifications
🌎 Fully remote role with a flexible work environment
🚀 Be part of a fast-growing company transforming talent placement globally