Customer Success Team Manager
At a glance
Manager-level Customer Success role at StepStone Group. Manchester.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Lead and coach Customer Success Managers, setting expectations and addressing performance through regular development conversations
- Track retention, engagement, product use and customer outcomes, balancing commercial goals with team capacity
- Build customer relationships across the lifecycle, spot adoption risks and coordinate escalations and action plans
- Use customer data to improve team processes, service quality and customer value
- Work with Sales, Product and Operations on customer issues, onboarding and key customer meetings
What you bring
- You have led and developed customer-facing teams in B2B; SaaS, technology or recruitment experience is preferred
- You can coach people, manage performance and development, and address underperformance while recognising success
- You have managed customer success measures such as retention, engagement, product use and customer outcomes
- You can use customer success systems, CRM and reporting tools to turn data into team plans and process changes
Who this fits
This is a people-management role for someone comfortable leading a customer-facing team and working across functions. The role is based in Manchester, with three office days each week.
From the employer
At The Stepstone Group, we have a simple yet very important mission: The right job for everyone. Using our data, platform, and technology, we create opportunities for jobseekers and companies around the world to find a perfect match in fair and equitable way. With over 20 brands across 30+ countries, we strive for fair and unbiased hiring.
Join our team of 3,000+ employees and be part of reshaping the labour market and becoming the world’s leading job platform.
Customer Success is an established function within Stepstone UK, with an experienced team focused on helping customers achieve maximum value from the products they have purchased, strengthening customer outcomes and supporting long term retention. The Customer Success Team Manager will be responsible for leading, coaching and developing a team of Customer Success Managers, maintaining high performance and supporting the Head of Customer Success with the continued evolution of the UK function.
Responsibilities
As a Customer Success Team Manager, you will:
- Lead, coach and develop a team of Customer Success Managers, setting clear expectations and fostering a high-performing, accountable culture through regular performance, development and coaching conversations.
- Own team performance against customer success metrics, including retention, engagement, product utilisation, customer outcomes and sustainable revenue retention.
- Drive a consistent, outcome-led customer experience by building trusted customer relationships throughout the lifecycle, identifying risks and adoption gaps, and ensuring appropriate escalation and action plans.
- Use customer insights and data to identify opportunities for improvement, leading process and change initiatives that enhance team efficiency, service quality and customer value.
- Partner closely with Sales, Product, Operations and other stakeholders to resolve customer challenges, improve the end-to-end customer experience, support recruitment and onboarding, and participate in key customer engagements to strengthen outcomes.
- Proven experience leading and developing customer-facing teams in a B2B environment, ideally within SaaS, technology or recruitment, with the ability to build high-performing, accountable and inclusive cultures.
- Strong people leadership skills, including coaching, performance management, development planning and the confidence to address underperformance while recognising and rewarding success.
- Demonstrable experience managing customer success performance against key metrics such as retention, engagement, product utilisation and customer outcomes, with a customer-centric approach that balances commercial priorities and team capacity.
- Strong stakeholder management, influencing and communication skills, with the ability to collaborate effectively across Sales, Product, Operations and other cross-functional teams.
- Analytical and strategic mindset, with experience using customer success systems, CRM and reporting tools to translate data and insight into clear team plans, process improvements, change initiatives and measurable business outcomes.
We’re a community here that cares as much about your life outside work as how you feel when you’re with us. Because your job shouldn’t take over your life, it should enrich it. Here are some of the benefits we offer:
- 29 days holiday allowance + bank holidays
- Private medical and dental healthcare
- Matching pension contribution of 4 or 5% (after 3 years of service up to 10%)
- 24/7 Employee Assistance Programme
- Life Assurance Cover
- Cycle to work scheme
- Hybrid working model (3 days working from the office)
- Volunteering days
- and you can bring your dog to the office on Mondays!
Our commitment
Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.
As a global business we further our DEI and sustainability progress by working with national and international bodies and are proud to have been recognised for our work - both locally and internationally, including:
- Armed Forces Covenant: Silver Award, Employer Recognition Scheme
- EcoVadis: Bronze Award
- Fertility Friendly Employer, accredited by Fertility Matters at Work
- RIDI (Recruitment Industry Disability) Awards: Inclusive Technology Award 2024
- Stonewall: Gold Award
- Stonewall: Top 100 Workplace Equality Index (85)
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