Senior Customer Success Manager, GBP 80-100K base + bonus, Share Options

🕒 March 16

🇬🇧 United Kingdom – Remote

💵 £80k - £100k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Resource Guru

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2010

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $870k Seed Round on 2014-01

SaaS • Productivity • Enterprise

Resource Guru is a user-friendly resource management software designed for efficient team scheduling and project management. It offers features such as resource scheduling, management of leaves, project forecasting, and capacity planning. The software caters to various industries, including agencies, consultants, and construction, providing tools to optimize resource utilization and improve productivity. With its simple drag-and-drop scheduling interface, it helps businesses maintain control over workloads and avoid over-allocated resources. Additionally, Resource Guru includes features for leave management, equipment management, and meeting room booking, making it an all-in-one tool for managing people and resources effectively.

📋 Description

• Lead onboarding and implementation for larger customers. • Run adoption and optimisation reviews to help customers get maximum value from the product. • Help customers adopt Resource Guru effectively and achieve their desired outcomes. • Deliver training, product demos, and customer workshops where appropriate. • Help customers adopt new features and best practices. • Act as a strategic partner to key customers, helping them improve scheduling workflows, utilisation, and team planning. • Own a portfolio of customer accounts, including enterprise customers. • Map and manage key stakeholders within customer organisations to strengthen relationships and drive adoption. • Own and drive renewals and expansion opportunities. • Identify opportunities for deeper adoption, additional seats, or broader use across teams. • Maintain accurate account records and forecasts in HubSpot. • Monitor engagement and account health signals. • Use product usage data and engagement signals to identify adoption opportunities, expansion potential, and churn risks - and intervene where appropriate. • Track and improve key metrics such as gross retention, net revenue retention, and product adoption. • Share structured feedback with Product and Design teams. • Help identify opportunities to improve the product and customer experience. • Identify opportunities for customer advocacy, including case studies, testimonials, and references. • Help develop Customer Success playbooks, lifecycle programs, and best practices. • Contribute to building a scalable Customer Success function. • Comfortable using AI tools (such as ChatGPT, Claude, or similar) to improve productivity and customer success workflows.

🎯 Requirements

• 5+ years experience in Customer Success, Account Management, or a similar customer-facing SaaS role • Experience managing B2B SaaS customers, including larger or enterprise accounts • Proven track record of improving retention, expansion, or product adoption • Strong communication and relationship-building skills • Commercial awareness and confidence driving renewal and expansion conversations • Highly organised with the ability to manage multiple accounts effectively • Comfortable working in a small, fast-moving SaaS company

🏖️ Benefits

• Stock options • 30 days paid holiday + Dec 24 - Jan 1 company holiday • Birthday off + house move day off • Flexible hours • Annual training and conference allowance - £3,000 • A home office equipment contribution upon joining (then every 3 years) - £1,000 • Budget to visit local or international colleagues • Monthly health & wellbeing contribution - to be used as you see fit - £100 • Pension contribution • International travel - We host Guru Gatherings where we all get a chance to see each other in HD 🌎 Past locations have included Budapest, Dublin, London, Barcelona and Cape Town. Read more about our most recent trip here