Customer Success Manager

💚 About us:

• We're Huzzle - we connect top talents with leading companies across UK, US, and Europe.
• Hearty, family-like environment with a close-knit team of 25 working remotely.
• Mission: Helping people across the globe find fulfilling work.
• Emphasis on autonomy, encouraging each member to act as an entrepreneur within the team.
• We offer a steep learning curve and a chance to grow your skills rapidly.
• On the path to becoming an industry-leading company, but we need your talent and dedication to get there!
• Opportunity for growth and promotion if you do well!

Primary Responsibilities

The CSM owns the client relationship from point of hire onward, with clear responsibility for retention and expansion.

Core responsibilities:

• Run onboarding calls focused on:
• Setting clear expectations
• Understanding client goals and success criteria
• Aligning on timelines and responsibilities
• Proactively manage client follow-ups via email and calls
• Act as the main point of contact for ongoing client issues
• Liaise with the Talent Success team to resolve performance or delivery issues
• Support clients in achieving results, with the goal of expanding accounts once value is proven

North Star Metrics

• NRR (Target > 100%)
• 3 Mo Client Retention Rate (Target > 70%)
• Gross MRR Churn Rate (Target < 15%)

90-Day Expectations

By 30 Days

• Fully understands our Customer Success processes, tools, and workflows
• Confidently runs onboarding calls independently and sets clear expectations with clients
• Begins owning a portfolio of accounts with light oversight

By 60 Days

• Independently identifies and resolves common client issues without escalation
• Demonstrates strong account prioritisation by clearly segmenting accounts into at-risk, stable, and expansion opportunities

By 90 Days

• Consistently hitting core targets (or clearly trending toward them)
• Fully owns assigned accounts end-to-end with minimal support
• Actively contributes improvements to CS processes, documentation, or playbooks

Application Process

1. AI Video Interview
2. Interview w/ CS Team
3. Take Home Task
4. Interview w/Founders
5. Offer

Requirements

The ideal candidate is energetic, proactive, and ambitious, with a strong sense of ownership over client outcomes.

This person should:

• Have 2–3 years of experience in Customer Success, Account Management, or a similar client-facing role
• Be comfortable managing multiple clients in parallel + have good processes for prioritisation
• Have excellent written and verbal communication
• Enjoy problem-solving and taking initiative rather than waiting for instructions

Not required:

• Direct industry experience (although it would be a plus)

Red flags:

• Needs heavy structure to operate effectively
• Avoids difficult client conversations
• Treats CS as a reactive support function (i.e. only engages with a client when they reach out)

Benefits

💰 Competitive salary aligned with experience and qualifications
🌎 Fully remote role with a flexible work environment
🚀 Be part of a fast-growing company transforming talent placement globally