Customer Success Manager (Tech-Led, SMB)
Location: Manchester, UK (Hybrid: 2 days/week in-office)
Contract: Full-time, permanent
Compensation: Salary + Bonus (OTE) + Commission
Reports to: Head of Customer Success
About Willo
Willo is a candidate assessment platform that allows companies to assess candidates anytime, from anywhere. We’ve supported hiring in 195+ countries and are scaling globally as a product‑led company. Our mission is to dismantle talent barriers and help every customer and candidate have a simple, delightful experience.
The Tech Touch CSM function plays a critical role in ensuring our large monthly and SMB customer base is successful, healthy, and growing.
The Role – Customer Success Manager, Tech Touch
We’re hiring a Customer Success Manager to own the tech‑touch success model for our monthly customers and SMB annual accounts. You will be responsible for the post‑sale customer lifecycle at scale, leveraging automation, data, and targeted human outreach to drive onboarding, adoption, retention, and expansion across a large book of business.
You’ll blend customer success expertise with data‑driven decision‑making—ensuring customers get the right touch, at the right time, through the right channel. You'll help build and refine the tech‑touch engine that enables Willo to support thousands of customers efficiently while driving strong net revenue retention.
What You’ll Do
1. Tech‑Touch Onboarding & Activation
Use data, automation, and scalable content to ensure a smooth start for every new customer.
* Manage onboarding for monthly SMB customers using automated journeys, enablement content, and usage triggers.
* Monitor onboarding KPIs such as time‑to‑first‑assessment, first candidates submitted, and admin setup completion.
* Identify customers who stall during onboarding using automated alerts (HubSpot workflows, health score changes) and apply selective human outreach.
* Continuously improve self‑serve onboarding flows, checklists, videos, and in‑app guidance.
* Handle exceptions where onboarding requires manual guidance.
Goal: rapid activation at scale, minimal friction, and high early adoption.
Manage hundreds of accounts by focusing time where it matters most.
* Trigger automated playbooks for low usage, declining activity, or milestone events (e.g., plan limits reached).
* Intervene manually when data indicates risk—ensuring customers don’t churn due to lack of adoption or unclear value.
* Create and deliver scalable resources: webinars, office hours, video tips, success guides, and email sequences.
* Provide occasional 1:1 support for SMB annual customers as needed.
Outcome: predictable adoption and reduced unmanaged churn.
2. Proactive Retention & Churn Prevention
Because monthly customers don’t have renewal cycles, churn prevention happens continuously.
* Use health scores and trend alerts to forecast churn risk.
* Run targeted outreach campaigns for at‑risk cohorts.
* Understand and resolve blockers before they cause cancellations.
* Provide guidance on optimisation, best practices, and new product features to keep usage strong.
* Partner with Support for issue escalation and fast resolution of friction points.
Success means: monthly customer churn reduces and GRR improves.
3. Expansion & Upsell Opportunities
Leverage product usage patterns to identify natural expansion moments.
* Detect customers who have reached plan limits (candidate volume, assessments, seats).
* Reach out with personalised upgrade recommendations supported by usage data.
* Identify long‑term high‑value monthly customers and transition them to annual plans.
* Run light discovery to understand growth, teams, and additional use cases.
* Partner with Sales on higher‑value expansion opportunities when needed.
This includes: identifying and converting monthly → annual opportunities at scale, a key Willo revenue driver.
4. Voice of the Customer – At Scale
* Aggregate insights from usage trends, churn reasons, and customer feedback.
* Provide the Product team with data‑backed suggestions for roadmap and UX improvements.
* Create and refine help centre content, automated email flows, and case studies to reduce friction and support self‑serve success.
5. Operational Excellence & Tooling Ownership
* Maintain clean CRM records, health scores, workflows, and lifecycle stages.
* Improve segmentation models to better prioritise CSM intervention.
* Continually refine automation, alerts, and playbooks to improve efficiency and outcomes.
* Collaborate with the wider CS team to build scalable processes that support growth.
Success Metrics
NRR: Reduced churn, healthy expansion patterns, and strong conversion of monthly → annual customers.
Onboarding: High activation rates; short time‑to‑first‑value for monthly users.
Adoption: Healthy usage patterns across the SMB portfolio, with proactive nudges preventing drop‑off.
Efficiency: Hundreds of customers managed effectively through automation with selective high‑impact touchpoints.
Scalable impact: Improved workflows, data insights, and reusable assets that strengthen the entire CS function.
Qualifications
Must‑Haves
* 2+ years in Customer Success, CS Ops, or high‑volume account management in a SaaS environment.
* Experience managing large books of small customers using tech‑touch or automation‑led approaches.
* Strong analytical skills: confident interpreting customer usage data to drive action.
* Excellent communication skills for creating scalable content and engaging email outreach.
* Experience with CS or CRM tools (HubSpot preferred).
* Ability to work autonomously in a fast‑paced, product‑led scale‑up.
Nice‑to‑Haves
* Experience with HR tech, TA, video or workflow products.
* Familiarity with customer segmentation, lifecycle automation, and PLG motions.
* Variable compensation tied to retention, expansion, and monthly → annual conversions.
* Commission incentives for self‑generated expansion opportunities.
* Benefits: hybrid working, wellness allowance, learning budget, cycle‑to‑work scheme, Headspace, pension, holiday, and quarterly “life admin” days.
* Hybrid working: 2 days in‑office, flexible hours (core 10–3:30).
Team & Ways of Working
* Portfolio: primarily monthly SMB customers, supported via tech‑touch motions; smaller number of SMB annual accounts receive light human‑led success.
* Collaboration model: close partnership with Support, Product, Sales, and CS Ops.
* Tooling: HubSpot, Gong, HelpScout, Maple, Gmail Suite, MacOS.
* Occasional travel for team events or customer engagements.
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