Location: North of Manchester, UK (Hybrid: 2 days/week in-office)
Contract: Full-time, permanent
Compensation: Salary + commission/bonus (OTE) details below
Reports to: Head of Customer Success
Start date: ASAP
About Willo
Willo is a candidate assessment platform that allows companies to assess candidates anytime, from anywhere. Over the past five years we've been dismantling talent barriers and helping businesses in 195+ countries recruit top talent connecting people with opportunities worldwide in a simple, scalable way. We're a fast-growing, product-led team scaling globally after rapid growth, and we care deeply about delighting every customer and candidate.
The role
We're hiring a Customer Success Manager (CSM) to own the post-sale customer journey - onboarding, adoption, renewals, and expansion for a portfolio of Willo customers. You'll be the trusted advisor who drives time-to-value, champions outcomes, and delivers predictable net revenue retention. You'll partner closely with Sales, Product, and Support, bringing the voice of the customer into everything we do.
What you'll do
Own onboarding & Time-to-value
* Ensure the customer completes a pre-onboarding checklist (e.g., ID verification, log in, create first assessment, basic setup). Simple, repeatable flow no complex project plans required.
* After the checklist, schedule an onboarding call once they've already tried the platform; use the session to add value: tips, best practices, and success accelerators rather than basic setup.
* Answer onboarding questions and agree follow-ups, then close out actions quickly and confirm readiness for day-to-day use.
* Monitor early adoption via usage data (assessment creation, candidate flow, admin adoption); trigger nudges/office hours if activation stalls.
* Segmentation: self-serve for SMB monthly; CSM-led for mid-to-enterprise monthly and all annual customers.
* Goal: shorten time-to-first-value and hand off into the regular success cadence (QBRs/EBRs, expansion, renewal).
Drive adoption & Outcomes
* Monitor account health and usage; deliver QBRs/EBRs with clear ROI stories. Build multi-threaded relationships (champions, exec sponsors, ops).
* Proactively deliver playbooks, resources, and workshops to deepen adoption.
Renewals & forecasts
* Own renewal strategy and timelines; forecast with high accuracy.
* Navigate procurement/legals as needed; remove blockers and negotiate win-wins.
Expansion & upsell
* Identify expansion opportunities (seats, features, new teams/regions).
* Run discovery, build business cases, and partner with Sales for closes.
* Execute structured land-and-expand motions.
Voice of the customer
* Surface insights and feature requests; influence roadmap with crisp narratives.
* Contribute to help centre content, playbooks, and case studies.
Operational excellence
* Keep CRM and CS tooling immaculate; maintain health scores and notes.
* Standardise processes; continuously improve the customer journey.
What success looks like
* NRR / GRR: Meet or exceed targets for portfolio retention and growth.
* Onboarding: Reduced time-to-value, on-time go-lives, and adherence to onboarding SLAs for each segment.
* Adoption: Healthy usage, seat utilisation, and feature adoption.
* Forecasting: Accurate renewal & expansion forecasts with no surprises.
* Advocacy: References, case studies, and high CSAT/NPS.
What you'll bring
Must-haves
* Experience delivering customer outcomes in B2B SaaS (Customer Success, Account Management, Support, or Implementation). We hire for potential — title/years served are flexible.
* Demonstrated ownership of customer onboarding/implementation: run kick-offs and success plans, lead trainings, guide go-lives, and reduce time-to-first-value.
* Proven track record managing renewals and delivering expansion.
* Confident running customer trainings, QBRs, and executive conversations.
* Commercial acumen (contracts, pricing, negotiation).
* Strong project management and stakeholder management.
* Proficiency with a CRM - HubSpot.
* Excellent written and verbal communication.
* UK-based, able to work in our north-of-Manchester office two days per week.
Nice-to-haves
* Experience in HR tech / TA / video or workflow tooling.
* Prior scale-up/start-up experience; comfortable with ambiguity.
* Familiarity with product-led growth motions.
Compensation & benefits
* Base salary: Depending on Experience.
* Variable/commission: 20% of base, with OTE. Paid quarterly.
* Commission drivers: GRR/NRR performance of your named portfolio (quarterly), plus an incentive for monthly-to-annual conversions you source or influence, and a one-off bonus for published customer case studies.
* Benefits: Hybrid working (2 days in office near Manchester), flexibility for remote work the other days, monthly wellness allowance, cycle-to-work scheme, Headspace subscription, quarterly "life admin" days, and standard benefits (pension, holiday, learning budget).
* Flexible working: Hybrid (2 days in office), core hours with flexibility.
The team & ways of working
* Portfolio size: ~200 customers per CSM initially, increasing over time. The ~500 monthly SMB customers are mostly plug-and-play and supported tech-touch motions.
* Coverage model: Segmented. Tech-touch monitoring for SMB monthly; Named CSM ownership for annual accounts and mid-to-enterprise monthly customers. A pooled onboarding queue ensures timely onboarding for higher-touch monthly customers.
* Onboarding scope: CSMs own onboarding for all annual accounts and mid/enterprise monthly customers. SMB monthly receive self-serve onboarding with enablement content and automated nudges, with CSM intervention on exception.
* Cadence: Enterprise QBRs quarterly; Mid-market bi-annually; SMB annual customers have on-demand EBRs.
* Tooling: HubSpot, Gong, HelpScout, Maple, Gmail Suite, MacOS.
* Travel: Occasional customer visits/events.
Interview process
* Willo interview - asynchronous video interview with assessments.
* Hiring manager interview (30 min) - deep dive into experience.
* Practical task (presentation/account plan / QBR).
* Panel interview (values & cross-functional).
* Offer (subject to references).
How to apply
If you'd like to apply, please follow the link below to your Willo interview.
Equal opportunities
Willo is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need any adjustments during the interview process, please let us know.
Job Type: Full-time
Pay: £35,000.00-£55,000.00 per year
Benefits:
* Additional leave
* Flexitime
* Work from home
Work Location: Hybrid remote in Bolton BL5 2RD