Customer Success Manager (SMB)
Department: Customer Success
Employment Type: Full Time
Location: United Kingdom
Reporting To: Head of UK Customer Success
Description
Hey 👋 I’m Alex, Head of UK Customer Success at Pinpoint.
We’re a high-growth HR tech startup building software that helps in-house recruitment teams attract, hire, and onboard the right talent. We’ve built a strong foundation—mature product, happy customers, strong product-market fit—and we’re growing fast.
Our SMB customer segment in the U.K. is well established—200+ accounts spanning a wide range of industries, use cases, and growth potential. While these customers don’t need high-touch, one-to-one support, they’re far too valuable to leave unmanaged. Without a dedicated approach, we risk missed opportunities to drive adoption, retention, and expansion.
That’s why we’re hiring a Customer Success Manager (SMB) to take full ownership of this segment and lead the charge on scalable, structured engagement in the U.K.
You’ll be focused on outcomes: driving adoption, retention, and expansion through data-informed, scalable programs. You’ll use product signals and customer context to decide who needs what—and when. You’ll partner closely with Marketing and RevOps to shape and deliver the right campaigns—without relying on a dedicated customer marketing function. Together, we’ll build a scalable engagement playbook that drives results and evolves with the needs of this segment.
The fine print (but way more exciting)
- This is a remote role based in the U.K., with a few in-person team meetups each year. Our HQ is in Jersey, UK, and our 80-person team is spread across the U.K. and U.S.
- Our product is deep, flexible, and genuinely complex. You’ll need to understand a wide range of customer types and workflows—not just one industry or use case.
- Pinpoint isn’t for everyone. We’re still in startup mode. Things move fast, some processes are still evolving, and you’ll need to be proactive, adaptable, and hands-on.
- This role is inherently cross-functional. You’ll sit in CS but work closely with Marketing and RevOps to shape and deliver scaled engagement — which means shared priorities, shared tools, and shared accountability.
- This is a role with clear commercial goals. Your success will be measured by the impact you drive and the depth of customer engagement — with a strong focus on Gross Revenue Retention, Net Revenue Retention, renewal performance, account expansion, churn reduction, and identifying upsell opportunities.
- Our values shape how we work. We’re looking for people who embody these values in everything they do
About the Role:
- Own commercial outcomes (NRR, GRR) for our SMB segment, with a focus on driving adoption, retention, and expansion at scale.
- Analyze your book of business to identify risks, usage gaps, and growth opportunities—using signals like product usage, plan type, lifecycle stage, and company context.
- Contribute to targeted lifecycle campaigns in partnership with Marketing and RevOps—covering key moments like onboarding, feature adoption, re-engagement, and upsell.
- Leverage support from Marketing Ops and RevOps to execute effectively—without relying on a dedicated customer marketing function
- Help build and refine a scalable engagement playbook for the SMB segment, shaping future investment needs as the team grows
- Track and report on performance across your segment, sharing insights on campaign effectiveness, feature adoption, and customer health.
- Escalate high-potential accounts when needed, and support 1:many engagement efforts like webinars, onboarding experiences, and content improvements.
- Respond to product alerts, lifecycle signals, and customer issues via tickets—balancing responsiveness with proactive outreach.
- You’ll operate more like a structured operator than a relationship manager—working out of tools to drive outcomes across a large, diverse book.
Tech stack: HubSpot, Notion, Intercom, Linear.
About You:
- 2+ years of experience in Customer Success Management within a B2B SaaS environment (huge plus if HR or TA Tech)
- Has managed a high-volume portfolio (100+ accounts) and driven outcomes in a lower-ACV model—through structured, one-to-many engagement, not just 1:1 support
- Strong analytical and commercial instincts—able to segment a customer base, interpret product and usage data, and prioritize where to take action
- Experienced working cross-functionally with RevOps and Marketing—especially on campaign planning, targeting, and feedback loops
- Thrives in high-growth SaaS startups with lean teams and evolving processes—takes ownership, adapts quickly, and figures things out
- Proactive and structured—good at spotting signals, setting priorities, and executing quickly
- Based in the U.K. and comfortable working remotely
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.