Customer Success Manager

Hi I'm Alex, Head of UK Customer Success at Pinpoint. We’re a high-growth, HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, strong product-market fit, and happy customers. Our rapid growth has brought exciting new challenges. Last year, we won 4 of our 10 largest customers, with Q2 ACV up 93% year-over-year. As we bring on more complex clients, we’re looking for an experienced Customer Success Manager to help us scale. This is a high-impact, hands-on role where you’ll own a book of business worth ~£1.5–2M, balancing proactive, tech-driven engagement with in-person relationship building when it counts. Your North Star will be Net Revenue Retention — retaining customers, ensuring adoption, and uncovering opportunities for upsell and expansion. If you’re commercially minded, entrepreneurial, and thrive in a fast-paced SaaS environment, this is your chance to make a real mark. The fine print (but way more exciting):This remote role is based in the UK, home to our HQ, with up to 20% travel. Our team is spread across the UK and US, with an evenly split customer base in both regions. We set the bar high for customer success. Our G2 andCapterra reviews show that clients consistently rave about our support and success teams—one of our biggest differentiators. Our product evolves rapidly. With monthly releases and high flexibility, you’ll need to stay adaptable and continually learn to support unique client needs. You’ll manage 40+ enterprise customers (1.5m BoB) working closely with the support team to drive satisfaction and success. Our valuesshape who we are and how we work. We’re excited to meet candidates who will bring these values to life in their work. About the Role:Own commercial outcomes across your portfolio — driving Net Revenue Retention (NRR) by retaining customers, mitigating risk, and proactively leading upsell and expansion opportunitiesBuild and manage stakeholder relationships across accounts, ensuring high sentiment and advocacy that support renewal and growthPartner with clients to define success metrics and create tailored success plans aligned with their business goalsConfidently lead upsell/expansion conversations — shaping opportunities, and building business cases to close incremental revenueAct as the voice of the customer internally, providing insights and feedback to Sales, Product, Engineering, and SupportTrack and analyze customer health metrics, turning insights into action to reduce risk and maximize growthBalance strategic planning with day-to-day problem-solving, staying close to customer challenges and opportunitiesTech Stack: Google Workplace, Notion, Slack, Zoom, Hubspot, Intercom, Linear, Guru. About You:3+ years in Customer Success with a proven track record of driving renewals, upsell, and expansion in B2B SaaS (ideally managing a >£1M portfolio)Strong preference for experience in an early-stage startup or high-growth SaaS environmentCommercially sharp — comfortable building business cases, and shaping opportunitiesEntrepreneurial mindset — proactive, creative, and comfortable in a fast-changing startup environmentHigh ownership — you run your portfolio like it’s your own business and bring forward ideas, not just problemsCalm under pressure and skilled at juggling multiple accounts at different lifecycle stagesData-driven — you analyze customer health metrics, spot trends, and turn insights into strategyBackground in HR tech / recruiting tech OR direct recruiting experience (agency or in-house) is a plusBased in the UK with work authorization and the ability to travel up to 20% of the time for on-site client visitsWhat We Offer:We want Pinpoint to be the best place you’ve ever worked—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get: Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered ️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first Retirement matching – A competitive plan to help you hit your long-term financial goals Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust Meaningful equity – You’re helping build something special, and you should share in its success Generous parental leave – Up to 16 weeks of fully paid leave to support new parents Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to growA detailed overview of our benefits can be found Pinpoint-fe165516976c4db684eb733bd5750294'>here. Originally posted on Himalayas Apply To this Job