Customer Success Lead in UK

As a family-owned business our people are central to our success, and following years of organic, consecutive growth, we’re looking for people who share our core values of sustainability, trust, collaboration, and innovation to drive us forwards.

Software never stays the same and neither do we.

We want our people to be part of a progressive organisation, encouraged to embrace change and new ideas to shape our future development.

Your input is vital, which is why we’re committed to personalised learning paths for every employee to help you, and us, grow.

Our goal is to make the world of work easier as a leader in the HR, payroll, finance, and integration solutions software and services industry.

We’re proud to design and develop some of the best business solutions like iTrent and People First to support our customers’ people-related challenges across every vertical.

Looking for the place where you can belong?

Join MHR and help us shape the world of work.

The Customer Success function drives customer engagement, reinforcing education, and develop overall customer satisfaction.

It will require close working relationships with The Account Management and New Business functions including Account Directors at our Enterprise Level to increase the overall engagement levels of customers as well as driving additional revenue through new and existing customer bases.

Reporting into the Head of Customer Success.

Duties and Responsibilities:

• To Manage key, strategic customers resolving issues promptly and ensuring they have a good MHR experience
• To Line Manage the Customer Success Team, ensuring that key performance is measured, managed and MHR provide an exceptional level of service to their customers
• To ensure customer success plans are in place for all strategic and identified customers and the team are actively working with customers to drive these forward
• To work with key strategic accounts driving retention, improving relationships, and managing risk
• Ensure that Account Directors and CRM’s receive strategic account support to enable customers to identify and use the software and services effectively
• To be a champion for change and actively promote the “One Portfolio” programme
• To identify accounts where additional revenue can be generated through understanding of the customers challenges and providing interventions in conjunction with the Account Director/CRM
• To work with the Account Directors and Customer Relationship Managers where there is an opportunity for migrating the customer to People First to enable successful migration as part of the customer plans
• To increase the number of referenceable customers working with The Account Managers and teams to improve this ratio
• To increase customer adoption and take up of new modules and services
• To support the roll out of new functionality and improvements with the account base, providing success interventions through the team
• Support the Customer Success Team on product specific demonstrations ensuring that these are delivered professionally and to requirements
• To manage revenue and customer satisfaction targets in line with company expectations
• To support the Head of Customer Success with the development of a Customer Education Programme to proactively help with an increased self-service approach and reduce the volume of customer queries
• To drive adoption of key MHR programmes including MHR Assist, customer education programmes and other business initiatives
• To work with MHR Marketing to ensure customers are fully aware of the full range of MHR products and services through specific initiatives and events

Skills:

• Customer Service
• Sales and building relationships
• Management skills
• Communication skills
• Organisation and Project Management

Benefits to support you personally and professionally

Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:

• Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs
• 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leave
• Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidays
• Monthly employee recognition program and departmental awards
• Referral bonus scheme of up to £2,000
• Employee-led social events such as running clubs, football teams, book clubs, and bake-offs
• On-site subsidised restaurants offering a variety of fresh meals daily
• Opt-in benefits schemes such as private medical insurance and dental coverage

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.