Strategic Customer Success Manager, AI-Powered HR Tech Solutions

Would combining your passion for HR Tech & delivering value to customers excite you?
 
Join us as we build cutting-edge AI solutions that will transform the future of work! 

About RoleMapper 

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

RoleMapper is an AI-powered job management solution that enables organisations to create, manage and future-proof job architectures and job descriptions. Built with inclusion and diversity at the core – our big vision is to help organisations unleash the power of jobs, work & skills and build inclusive workplaces.  

In 4 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 passionate about helping customers solve some of the biggest workforce challenges, then RoleMapper is the place to be! 

Job Purpose 

As a Strategic Customer Success Manager, your primary focus will be on driving revenue growth and ensuring customer success. You will manage a portfolio of enterprise customers, identifying upsell and renewal opportunities, and building strong relationships with key decision-makers to maximise business value. Alongside this, you will lead the hands-on onboarding process, managing the full project lifecycle — from discovery through to go-live — ensuring seamless platform adoption. You will develop strategies to optimise customer health, mitigate risks, and ensure retention. This role is critical in delivering value to customers, fostering advocacy, and achieving growth targets in a high-paced, dynamic environment.

As a Strategic Customer Success Manager, you will be responsible for: 

• Account Management: Hands-on management of a portfolio of enterprise customers, with a primary focus on driving value from onboarding through to renewal. Actively seek upsell and cross-sell opportunities to meet growth targets

• Onboarding & Solution Delivery: Lead the end-to-end onboarding process, managing discovery, design, build, testing, and go-live stages. Troubleshoot issues, train customers to optimise use of RoleMapper, and ensure smooth adoption and implementation

• Customer Health & Retention: Proactively monitor customer health metrics to identify risks to retention and success. Develop action plans to address potential challenges and ensure continued satisfaction and value delivery.

• Building strategic relationships: Cultivate strong relationships with decision-makers, influencers, and users. Serve as a trusted advisor, sharing market insights and ensuring customers become advocates for the platform.

• Strategy & Growth Initiatives: Develop and execute strategic account plans that identify and pursue opportunities for growth, expansion, and increased platform adoption.

• Continuous Process Improvement: Continuously improve both onboarding and customer success processes. Focus on scalability, efficiency, and enhancing customer outcomes while identifying potential product enhancements or process innovations

To be successful in this role, you will have experience of: 

• Strategic Account Management: Proven ability to grow enterprise accounts through upsell, renewals, and expansion, while building strong, strategic relationships  

• SaaS Onboarding Expertise: Hands-on experience managing the full onboarding lifecycle, from discovery to go-live, ensuring seamless platform adoption

• Tech Savvy & Problem Solving: Strong understanding of HR tech, able to troubleshoot technical challenges and continuously improve processes for both customers and internal teams 

You will also have:  

• Excellent Relationship Management Skills: Ability to engage with senior stakeholders and decision makers and foster deep, trusting relationships.

• Excellent Communication Skills: comfortable delivering presentations and writing communications to senior leaders 

To be successful working with us you will be “Start-up ready”. You are naturally proactive, have a positive attitude to change; have a continuous improvement mindset, are flexible, always happy to go beyond your brief; enjoy working at pace and 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: £60k-£75k, dependent on experience 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. We have also introduced “breathe” time giving the team downtime to “stop the train”, take a breath, catch-up and re-group.  

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 

Flexible Working 

This is a permanent role. We understand that everyone’s needs are different when it comes to balancing work and life. While this role involves set working hours to meet our customers’ needs, we can offer the following flexible working options:

• Working from home 

• Adjusting working times to accommodate personal commitments

Location 

While our ‘official’ registered office is in Exeter, we all work remotely across different locations. We have regular team working-together days in Exeter & London, so you would need to live/work somewhere reasonably accessible to one or more of these locations.  

If you prefer working in an office, we offer flexible memberships to regional workspaces. 

Recruitment process 

Please apply via the link below with a summary of your interest in the role and your CV.  

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. Hiring Manager Interview, providing more detail on the company, our strategy, the role and a deep dive into you and your alignment to the specific requirements for the role  

3. A 1 hour meet and greet with the team to introduce yourself and get the chance to ask questions and understand the current state

4. A 1.5 hour work-based assessment where you will present back your thoughts on a number of specific tasks  

5. Psychometric (Wave) assessment (to explore your natural working style) alongside a values-based interview (something very important to us here at RoleMapper)  

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 week period.  

At RoleMapper we understand how much work goes into every application. We review each one in detail with the assistance of a third party specialist. As part of this process your personal data will be shared with ISL Talent (Bristol BS1 4XE).

By submitting an application you are agreeing to your information being shared. No data will be held longer than required to fill the position.

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