Customer Success Manager

Customer Success Manager — Enterprise SaaS | London

At inploi, Customer Success is a commercial function. Not a support function. Not a satisfaction function. A commercial one.

We're the leading independent candidate engagement platform for enterprise hiring teams — trusted by GAIL's Bakery, PureGym, Centre Parcs, Compass Group, Superdrug and the NHS to design and run the engagement layer between candidates and hiring teams. We're now building the CS function to match the scale and complexity of the accounts we run.

The role

You'll own a portfolio of Strategic and Growth accounts end to end — from kickoff through implementation, into BAU, and through every renewal. You are the person the customer trusts, the person internally accountable for account health, and the person who spots risk and opportunity before either becomes obvious.

You coordinate a team of specialists across career site design, engineering and talent attraction. They build and execute. You ensure it happens on time, to scope, and that the customer always knows where things stand.

What you'll own

• A portfolio of enterprise accounts — GRR and NRR are the metrics that matter

• Senior stakeholder relationships — Heads of TA, Resourcing Directors, HR leadership

• Implementation project management from kickoff to go-live

• TA strategy for each account — channel mix, goals, budget, performance

• QBRs that produce actions, not slide decks

• Renewals without surprises — risk identified early, conversation held at the right time

• Expansion opportunities — identified, surfaced and closed with Sales

What we need

You have owned strategic or enterprise B2B SaaS accounts and you think in GRR and NRR.

You can run a project, carry a complex portfolio and still know what matters this week.

You write clearly, you're direct with senior customers about value and risk, and you're comfortable in an environment where not every process is written down yet.

Bonus points for experience in recruitment technology, ATS, employer brand or talent attraction — and for having built CS processes rather than inherited them.

Why this role is different

• You'll own relationships with brands people recognise, with real commercial weight attached to your work.

• You'll sit close to Product, Sales and Engineering in a team small enough that your contributions are visible.

• You'll work on a product that's moving fast — we're building a fully configurable agentic hiring system, and CS is central to how customers get value from it.

• If you want a CS role that's fully defined and quietly managed, this isn't it.

• If you want to own something that matters and help build the function around you, it is.

📍 North London | 💼 Enterprise SaaS | Hybrid

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