Senior Customer Success Manager – Onboarding, Delivery & Growth

Ready to drive customer value, retention, and growth in a scaling SaaS business?

If you are motivated by delivering high-quality outcomes, shaping solutions, and building long-term customer partnerships, this role is built for you. 

Join RoleMapper and lead the evolution of our product that makes workforce decisions fairer, smarter, and more transparent.

About RoleMapper 

In a world where organisations are facing significant skills challenges, increasing compliance requirements and continuous organisational transformation, current approaches to managing job, work & skills data are no longer fit for purpose. 

RoleMapper is building the DNA for Work, the data infrastructure powering fair, transparent and AI-driven workforce decisions. RoleMapper brings structure, intelligence and governance to Job, Work & Skills data, enabling transparent, equitable pay decisions, skills-based talent strategies and high- performing teams, at scale.  

In 5 years, we have built a portfolio of global big brand customers across the UK and US, have recently received significant VC funding, and are now embarking on the next chapter of our growth journey. 

If you love working in an inclusive, collaborative, team-first culture and are passionate about helping customers solve some of the biggest workforce challenges, then RoleMapper is the place to be! 

Job Purpose 

As a Senior Customer Success Manager, you will own a portfolio of enterprise customers and lead the end-to-end onboarding and delivery lifecycle, from discovery through to go live and ongoing adoption. 

You will run customer facing projects that deliver RoleMapper Data Transformation Services (DTS) workstreams alongside platform implementation, ensuring high quality outcomes, clear governance, and on time delivery. 

Acting as a trusted advisor, you will help customers embed RoleMapper into their HR and business processes, connect it to their wider HR technology ecosystem, and realise measurable value. 

You will also drive customer health, retention, and account growth by identifying expansion opportunities, shaping solutions, and partnering closely with Product and Engineering to remove blockers, strengthen integrations, and continuously improve our services. 

Responsibilities 

As Customer Success Manager, you will be responsible for: 

• Managing a portfolio of customers with a focus on value realisation, retention, expansion, and advocacy.  

• Leading the end-to-end RoleMapper onboarding and implementation process to optimise use, ensure smooth adoption, and enable integration into customer environments.  

• Leading the delivery of scoped DTS workstreams, translating customer goals into high-quality outcomes using RoleMapper and associated delivery methods.  

• Continuously improving how we design and deliver customer outcomes, strengthening repeatable delivery, scalability, and product feedback loops.  

To be successful in this role, you will have: 

• Proven experience in customer success and strategic account management within a B2B SaaS environment, working with enterprise customers. 

• Solid capability in project management, with confidence running multi-workstream implementations and customer-facing delivery programmes. 

• Demonstrated domain understanding of HR tech, job architecture, skills, rewards, or adjacent people transformation areas, or a strong ability to learn quickly. 

• Technical literacy in supporting integrations and data workflows, with the ability to partner effectively with Product and Engineering teams. 

• Excellent capability in communication, relationship management, and commercial judgement. 

• Sound start-up mindset with a bias to action, ownership, and continuous improvement. 

• Experience in supporting change management and stakeholder engagement within enterprise transformation programmes, including executive-level communications. 

You will also have:  

• Demonstrated capability in prioritising effectively, managing detail, and keeping complex customer programmes and stakeholders aligned and on track. 

• Proven ability to influence and build trust with stakeholders at all levels, including executive sponsors and cross-functional internal teams. 

• Sound commercial awareness, with a focus on delivering measurable customer value, supporting retention, and identifying growth opportunities. 

• Comfort operating in fast-paced, evolving environments, with the confidence to adapt, problem-solve, and move work forward pragmatically. 

• Motivation to contribute to a scaling start-up, where ownership, accountability, and impact are expected and valued. 

Start-up life is not for everyone! To really thrive with us you will be 'Start-up ready'. You are naturally proactive, open to change, have a continuous improvement mindset, are flexible, happy to go beyond your brief, enjoy working at pace and are comfortable with ambiguity. 

And finally, you will really resonate with our values:  
  
Customer Focus: we are obsessive about delivering value and reducing complexity for customers   
Collaboration: we’re all about the team - collaborating, supporting and recognising everyone’s contributions  
Openness & Honesty: we are open, honest, and straight-talking with each other and our customers  
Authenticity & Humility: we bring our whole selves to work, and we have the humility and self-honesty to admit when we are wrong 

Salary & Benefits   

Salary range: £65k - £85k plus share options.  

In addition to 25 days of holiday we have a paid shutdown period between Christmas and New Year which equates to an additional 3 to 5 days, depending on where the holidays land.  

At RoleMapper, we offer a flexible benefits package that has been designed to give you as much choice and control over your own benefits as possible. Benefit options include:   

• Pension contribution  

• Top up your life insurance cover up to 8 times your annual salary (capped at £750,000)  

• Purchase Critical Illness cover, up to 5 times your basic salary (capped at £500,000)  

• Top up your pension contributions  

• Join the Private Medical Scheme and add your immediate family to your private medical policy  

• Join the cash plan scheme and add your partner (children are covered for free)  

• Purchase a cycle or cycling equipment through the Cycle2Work Scheme  

• Lease an Electric car with Loveelectric  

• Save money on your nursery fees with our Nursery Scheme 

Location  

While our ‘official’ registered office is in Exeter, we all work remotely across different locations but meet regularly in London, Exeter & Bristol. You would need to live/work somewhere accessible to one or more of these locations.  If you prefer working in an office, we offer flexible memberships to regional workspaces.  

Recruitment process  

As part of our recruitment process, we feel that it’s important for you to get to know us, understand the reality of what it’s like here at RoleMapper and get a true flavour of the role you are applying for. With this in mind, our recruitment process contains the following steps: 

1. Initial recruiter call to provide an overview of the company, the role and get an understanding of your background and fit for the role   

2. VP Customer Success Interview - providing more details on the company, our strategy, the role and a deep dive into you and your alignment to the specific requirements for the role   

3. Meet the team – a chance to meet the people you will be working with and get to know us better Meet the team – a chance to meet the people you will be working with and get to know us better  

4. Work-based assessment - during the session, you’ll be asked to present your work on several specific tasks.  Psychometric assessment (Wave) ahead of the work-based session  

5. Meet the CEO & Founder 

While there are quite a few steps, we try to do these as quickly as we can. We ideally aim for all of this to happen across a 2-3 week period.   

Thanks for your interest in RoleMapper and we look forward to receiving your application!