Customer Success Manager
Pinpoint
Full-time
On-site
London, England, United Kingdom
Customer Success Manager
Customer Success Manager
Department: Customer Success
Employment Type: Full Time
Location: United Kingdom
Reporting To: Head of Customer Success
Description
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 and Capterra 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 values shape 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 opportunities
- Build and manage stakeholder relationships across accounts, ensuring high sentiment and advocacy that support renewal and growth
- Partner with clients to define success metrics and create tailored success plans aligned with their business goals
- Confidently lead upsell/expansion conversations — shaping opportunities, and building business cases to close incremental revenue
- Act as the voice of the customer internally, providing insights and feedback to Sales, Product, Engineering, and Support
- Track and analyze customer health metrics, turning insights into action to reduce risk and maximize growth
- Balance strategic planning with day-to-day problem-solving, staying close to customer challenges and opportunities
Tech 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 environment
- Commercially sharp — comfortable building business cases, and shaping opportunities
- Entrepreneurial mindset — proactive, creative, and comfortable in a fast-changing startup environment
- High ownership — you run your portfolio like it’s your own business and bring forward ideas, not just problems
- Calm under pressure and skilled at juggling multiple accounts at different lifecycle stages
- Data-driven — you analyze customer health metrics, spot trends, and turn insights into strategy
- Background in HR tech / recruiting tech OR direct recruiting experience (agency or in-house) is a plus
- Based in the UK with work authorization and the ability to travel up to 20% of the time for on-site client visits
What 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 grow
A detailed overview of our benefits can be found here.