Customer Success Manager

Location: Milton Keynes – based in office 2 days a week (hybrid)

Hours: Full time

Reporting to: Head of Customer Success

Salary: £42,000 – £45,000 + variable (15% of base OTE)

Framework: L3

About WorkBuzz

WorkBuzz was founded in 2018, has raised £12.5m funding and has 400 clients, including iconic brands like Five Guys, Butlins and Virgin. Our mission is to lead a new era of employee listening: AI-first, beyond surveys and turning employee voice into competitive advantage.

Our AI-powered platform makes it easy for mid and large-sized companies to gather real-time employee feedback and uncover what truly matters. Our new AI-native product Dialogue launches us into operational listening, putting employee listening in the hands of operational leaders – where decisions are made and change actually happens.

Trusted across industries, we combine smart technology with a human approach - helping leaders make better decisions, faster. We’re growing fast and looking for mission-driven people to join us!

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The Role

We believe that great client experiences are the foundation of long‑term success. As a Customer Success Manager, you’ll own a portfolio of mid-market accounts (broadly £15k–£25k ARR) end to end, from onboarding through to renewal. You’ll act as a trusted advisor, helping clients get real value from WorkBuzz, from initial onboarding through to ongoing adoption. This is an individual contributor CSM role, so you’ll take on more complex mid-market accounts, work with greater independence and contribute to how the wider Client Success team operates, including mentoring newer colleagues.

The role carries commercial accountability across NPS, health score, NRR and upsell, alongside responsibility for client relationships and delivery. You’ll be expected to spot churn risks and expansion opportunities early and take action before you’re asked.

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Key Responsibilities

• Portfolio ownership — Growing and retaining a portfolio of mid-market clients, including some of our larger and more complex mid-tier accounts.

• Relationship management — Building excellent relationships, becoming a trusted advisor and helping clients use platform features and best practice to meet their goals.

• Onboarding — Setting up WorkBuzz for new customers based on their unique challenges and goals.

• Training & enablement — Helping clients launch their own surveys and get maximum value from the platform.

• EBRs and insight reviews — Leading Quarterly Business Reviews independently, translating data into clear, practical recommendations.

• Risk & opportunity monitoring — Spotting churn risk or expansion opportunity early and acting on it.

• Journey and playbook improvement — Contributing ideas that shape how the whole Client Success team works, not just how you work.

• Peer mentoring — Supporting the development of newer Client Success Executives.

• Cross-functional collaboration — Working with Product and CX to feed client insight into wider decisions.

• Data & CRM — Keeping customer success metrics and records accurate and current in Planhat.

• Commercial performance — Delivering against KPIs including NPS, Customer Health, Net Revenue Retention and upsell pipeline contribution.

• Flexibility — Occasional out-of-hours support, and travel to client visits and events.

What this role is really like

This is not a light-touch or purely relationsh