Job Description

We’re looking for a Customer Success Manager to join our growing EMEA team in London. You’ll manage a portfolio of customers using HSI’s EHS and compliance solutions (Donesafe, HandsHQ, and Skillko), helping them quickly realise value and get the most from our products.

This role is ideal for someone early in their Customer Success or Account Management career who enjoys working with a wide range of customers in a fast-paced environment. You’ll support customers throughout their journey while contributing to retention and account growth.

You’ll own a high-volume portfolio of SMB and mid-market accounts, building strong relationships, driving product adoption, and helping customers get the most from their investment.

What You’ll Do

• Build and manage strong relationships across a portfolio of customers, acting as their primary point of contact
• Proactively guide customers to maximise value, adoption, and ongoing use of HSI solutions
• Manage the full customer lifecycle, including engagement, retention, and renewal
• Identify and close upsell and cross-sell opportunities within your accounts
• Own retention performance, contributing to renewal and growth targets/quotas (including NRR)
• Develop strong product knowledge and guide customers on best practices and effective use of our solutions
• Partner with Sales, Support, Product, and other internal teams to deliver a seamless customer experience
• Advocate for customers by sharing feedback and product insights with internal stakeholders
• Maintain a strong understanding of customer contracts and renewal timelines
• Effectively prioritise and manage a high-volume portfolio (100–150 accounts)
• Contribute to team best practices and continuous improvement

Requirements

• 1–3 years’ experience in Customer Success, Account Management, Sales, or a similar customer-facing role
• Proven experience working toward and achieving revenue-based targets or quotas (monthly, quarterly, or annual)
• Familiarity with Salesforce and/or Customer Success platforms preferred
• Strong relationship-building skills, with the ability to engage and communicate effectively with a range of stakeholders, including senior contacts
• Excellent written and verbal communication skills, with confidence presenting to customers
• Highly organised, with strong time management skills and the ability to prioritise across a high-volume portfolio
• Comfortable working with web-based technologies and quick to learn new tools
• Proactive, solutions-oriented mindset with a willingness to learn and grow

Nice to Have

• Experience in SaaS or subscription-based business models
• Exposure to EHS, compliance, or regulated industries

Benefits

• Be part of a growing EMEA team where you can make an impact from day one
• Gain hands-on experience managing a diverse customer portfolio in a fast-paced SaaS environment
• Develop your skills across the full customer lifecycle—retention, growth, and customer strategy
• Work in a collaborative, hybrid environment with opportunities for career progression