Senior Customer Success Manager (Commercial) (GBP 73-83k, Remote, Share Options)

Description

👋 Meet The Guru

Resource Guru is a team scheduling product that helps thousands of people optimise their time. It increases efficiency, resource utilisation, and project profitability. While also promoting a healthy work/life balance.As one of the leaders in our category, we have customers from over 100 countries around the world including NASA, Publicis, Accenture, L'Oreal, M&C Saatchi, VMware, Ogilvy, PwC, and the NHS. They all trust Resource Guru to handle one of their most precious assets - their people’s time.We are a small, remote team with members in the UK and Europe.

We communicate primarily through Slack and occasionally meet up to collaborate and celebrate achievements. See if this is the right place for you.

⭐️ What We’re Looking for

This is an exciting opportunity for an entrepreneurial and enthusiastic CSM to be the first on the ground to co-create the role and influence revenue-generating strategies. This role will initially report directly to our co-founder, Percy, and later transition to reporting to our incoming Customer Success Lead once they’re on board. This will initially be a hybrid role between account management, customer success and new business, with the potential to specialise and narrow your focus as the team grows.

🔎 Why We’re Hiring

Until now, a PLG approach combined with some sales assist motions from CS has helped us to acquire, onboard and expand new customer accounts. We now want to move things to the next level and this is where you come in. You'll work closely with our CS team to develop new CS strategies that drive growth. This role is perfect for someone with a strong commercial sense, has the ability to analyse and interpret data and enjoys adding real value to customer relationships. You’ll collaborate with marketing, product, and support teams to understand our customers’ needs, define what steps they need to take to be successful and write the playbooks that help them get there.We’re looking for someone with deep experience in a PLG software business who can use data-driven insights to help identify customers ripe for expansion or advocacy.

You will be a great communicator, forming a feedback loop between the customer and our product team.

🤝 What You’ll Own

Revenue generation

Hit revenue targets by converting free trials, identifying expansion opportunities, and safeguarding existing revenue by managing risks.
While we refine our GTM motion, you’ll be responsible for handling and managing all inbound leads (approx.50 inbound hand-raisers per month). This will include qualifying, assisting prospects through their free trial, conducting personalised demos, deal negotiation, supporting implementation, and ensuring customers understand the product’s value.
Manage and update the pipeline in our CRM, ensuring accurate forecasting and documentation.

Strategic account management

Act as a strategic partner to high-value customers, driving adoption and value.
Proactively manage growth accounts, identifying expansion opportunities.
Map key stakeholders to tailor engagement strategies and strengthen relationships.
Monitor customer health to prevent churn, establishing action plans as needed.
Enhance product utilisation through coaching, training, and optimization calls.
Increase customer engagement and growth through optimisation calls.

Data-driven insights and strategy

Leverage data and analytics to identify upselling and expansion opportunities and assure renewals.
Assess customer health and satisfaction to meet churn, net retention and CSAT/NPS KPIs.

Product advocacy and feedback

Act as a customer advocate, bringing structured feedback to the product team.
Translate needs of customers and leads into product enhancements and new solutions.
Act as the customer voice to influence the company's roadmap and development strategy.

Team collaboration and influence

Create your own playbooks and processes.
Collaborate closely with Product, Design, Marketing and Support teams to ensure a seamless customer experience.
Share customer success and sales/expansion best practices with other members of the team.

🏆 What Success Looks Like

Everyone likes to know when they’re doing well. We’ll be tracking the following outcomes after you’ve been fully onboarded, to ensure we're on track:

Financial Goals

Growth: Drive increase in revenue through new business, retention, and expansion within your portfolio of strategic customers and key Growth segment accounts. Overall revenue target £500k per year (new business + expansion)
Expansion: 110-120% NRR from Strategic customers.
Retention rate: Aim for annualised GRR to be above 95% for our strategic customers.
Engagement: Conduct 20 demo/expansion calls per month.

Operational:

Creation of collateral and creation of deal management process.

Advocacy:

Become an internal advocate for customers and generate advocacy outcomes. (quotes, references)

Collaboration:

Sharing valuable product insights with the wider team.

💎 What We’re Looking for

Someone who can both land and expand. Experience managing a book of B2B business with a focus on net retention, low churn, expansions, and customer growth, ideally with a background in sales or close collaboration with sales teams.
Entrepreneurial mindset - you’re ambitious and independent.
Skilled in delivering demos, QBRs, webinars, and creating engaging customer success content/sales collateral.
A strong passion for learning product functionality and technical details.
Experience in forecasting, achieving revenue targets, CRM management, and managing projects across departments.
You thrive in a rapidly changing environment, using data to identify opportunities, shape processes, manage risks, and proactively solve customer problems.
Expertise managing asynchronous collaboration, ensuring clear, concise communication while managing time effectively across multiple time zones.
Exceptional English and great communication skills.

🦄 It’s a bonus if you have

Knowledge of the PSA (professional services automation) domain
Experience with product-led customer success strategies, or prior involvement in a product-led sales (PLS) role.
Experience with supporting the implementation of customer success tools for churn management and expansion.
Experience with contract negotiation and the management of new deals.
Knowledge of CS automation

✅ Our Interview Process

Meet with Meredith (Talent/People Ops): 25-30m video call. Meredith will tell you a bit more about what it’s like to be on Team Guru. Please come prepared with any questions about our company ways of working or team structure.
Meet with Kat (Customer Success): 45-60m video call.Kat will discuss your experience with targets, tools, and processes, and provide an overview of the CS department and role expectations.
Meet with the CS Team - 25m call. You’ll talk about ways of working, and day-to-day responsibilities. This is an opportunity to get to know the team and see how we collaborate.
Panel Interview with Andrew and Percy (Co-CEO/Cofounders),Maria (our CS coach), and Meredith: 45m video call. We’ll chat through your experience and company-specific scenarios. There will be an opportunity for you to ask any questions about our team and the role.
Reference checks
Offer! ✨

⭐️ What We’re Offering

Stock options
Work from anywhere you like (within at least +/- 2 hours of UK time) - co-working space will be provided if necessary
30 days paid holiday + Dec 24 - Jan 1 company holiday
Birthday off + house move day off
Flexible hours
Annual training and conference allowance - £3,000
A home office equipment contribution upon joining (then every 3 years) - £1,000
Budget to visit local or international colleagues
Monthly health & wellbeing contribution - to be used as you see fit - £100
Pension contribution
International travel - We host Guru Gatherings where we all get a chance to see each other in HD 🌎 Past locations have included Budapest, Dublin, London, Barcelona and Cape Town. Read more about our most recent trip here

Research shows that women and individuals from underrepresented groups often hesitate to apply for jobs unless they meet every single requirement. But here’s the thing: the best candidates aren’t always the ones who check every box. If you’re excited about this role and believe you’d do a great job, we want to hear from you! Highlight your strengths, share your unique experiences, and show us what you can bring to the table. 💡 You'll have the best experience applying for this role directly here: https://apply.workable.com/resource-guru/j/19044EDFFF/ .

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Life at Resource Guru

Thrive Here & What We Value- Fully remote environment- Asynchronous communication- Flexible work hours- Monthly coworking budget- Annual training and conference allowance- Pension contribution- Generous referral bonuses for friends or old colleagues- International travel opportunities.