Senior Customer Success Manager
Personal GroupJob Title: Senior Customer Success Manager
Location: Hybrid (UK-based, with once a week office attendance (Milton Keynes and client site visits)
Salary: £65,000 depending on experience
Contract Type: Permanent
Requirement: Drivers License (6 points or less)
We are looking for an exceptional Senior Customer Success Manager to join our growing team and play a pivotal role in shaping the future of our most strategic client partnerships.
As a senior member of the Customer Success function, you will take ownership of a portfolio of high-value enterprise and insurance clients, ensuring they derive maximum value from our SaaS solutions while driving sustainable commercial growth. You will operate at the intersection of strategy, relationship management and revenue generation, acting as both a trusted advisor and a commercially driven leader.
This is a high-impact role where you will influence client outcomes, internal strategy, and product development, helping us deliver outstanding, tech-enabled employee benefits and insurance solutions.
What You’ll Be Doing
Enterprise Account Growth & Commercial Ownership
Own a portfolio of strategic enterprise accounts, with full accountability for revenue growth, retention, and expansion.
Build and execute robust, insight-led account strategies that drive multi-year growth and deepen client partnerships.
Identify, shape and close high-value upsell and cross-sell opportunities, positioning our SaaS platform as critical to client success.
Lead complex, high-value renewals with a strong commercial lens, protecting and expanding recurring revenue.
Executive Engagement & Strategic Influence
Develop trusted relationships at C-suite and executive level, confidently navigating complex stakeholder environments.
Deliver compelling executive business reviews (EBRs), using data to clearly articulate ROI, adoption trends, and future value opportunities.
Act as a strategic advisor, aligning our solutions with clients’ broader business objectives, workforce strategy and market pressures.
Influence senior decision-makers through challenging, insight-driven conversations, not just relationship management.
Data-Driven Account Management
Leverage product, usage and commercial data to interrogate performance, identify risks, and uncover growth opportunities.
Build data-backed business cases to support expansion, investment and renewal decisions.
Forecast revenue with accuracy, using analytics to drive proactive portfolio management and risk mitigation.
Translate complex data into clear, actionable insights that resonate at both operational and executive levels.
SaaS Expertise & Product Influence
Apply a strong understanding of SaaS delivery models, adoption levers, and customer lifecycle management.
Drive increased platform usage, feature adoption, and stickiness across your client base.
Partner with Product and Data teams to shape roadmap priorities, bringing clear, commercially grounded client insight.
Champion scalable, data-driven approaches to Customer Success that enhance both customer outcomes and business performance.
Cross-Functional & Strategic Impact
Work closely with Sales, Finance, Product and Operations to design commercially viable, high-impact solutions.
Balance client ambition with operational delivery and compliance requirements.
Contribute to broader Customer Success strategy, raising the bar on commercial capability and account management discipline.
Leadership & Capability Building
Act as a senior figure within the team, mentoring and coaching Customer Success Managers.
Lead by example in driving commercial rigour, strategic thinking, and executive-level engagement.
What Success Looks Like
Delivery of consistent, measurable account growth and net revenue retention
Strong executive relationships resulting in long-term, embedded partnerships
Clear evidence of data-led decision making across your portfolio
Increased platform adoption and demonstrable client ROI
Contribution to strategic initiatives that enhance commercial performance
About You
You are a data-driven SaaS professional with strong commercial instincts and a strategic mindset, thriving in fast-paced, high-growth settings. You pair sharp business acumen with a relentless focus on delivering exceptional client outcomes.
Experience, Skills & Knowledge
Proven track record of growing enterprise or strategic accounts within SaaS, fintech or insurance
Demonstrated success in driving revenue growth, retention and expansion across complex client portfolios
Strong experience engaging with C-suite and senior stakeholders
Deep understanding of SaaS metrics, adoption strategies, and customer lifecycle management
Highly confident using data to drive insights, influence decisions, and build commercial cases
Background in employee benefits, insurance or financial services advantageous
Strong analytical mindset with the ability to interrogate data and translate it into strategy
Highly credible communicator, able to influence at executive level
Resilient, adaptable and comfortable operating in ambiguity and change
No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!
Personal Group is proud to be an inclusive employer and encourages applications from a diverse range of candidates. If you require reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Recruitment Team.
The Company
The Personal Group family offer a range of products help protect, connect, and engage the UK workforce with communication tools, employee benefits, and health insurance plans. Innecto offer specialist pay and reward and employee experience consultancy. Together we provide a full-service solution to help our clients stand out as an employer of choice.
Our mission is to protect the unprotected and connect the unconnected. We want to make work happy, for everyone.
Why? Because when people are happy, they're more productive. And when people feel like they make a difference, they do.
Today we're making work happy for more people than ever before, and we are looking for great people to help create a brighter future for the UK workforce.
Could you be our next great hire?