Sr Client Success Manager

Sr Client Success Manager Location: Milton Keynes – based in office 1 to 2 days a week (hybrid) Hours: Full time Reporting to: Head of Client Success Salary: £60K - £70K + variable (15% of base OTE) 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! ____________________________________________________________________ The Role We believe that great client experiences are the foundation of long‑term success. Reporting directly to the Head of Client Success, you will play a key role in owning and developing our top clients, shaping strong outcomes through high‑quality delivery, platform expertise, and thoughtful client engagement. This is a senior, hands‑on role suited to someone experienced in managing complex, enterprise‑level accounts, with a clear focus on driving Net Revenue Retention (NRR). You will operate across both strategy and execution, working closely with colleagues across Client Success, Strategic Accounts, Product and CX to ensure clients adopt the platform effectively and realise meaningful value from day one. The role goes beyond traditional enterprise CS: you will help build and scale the processes, frameworks and operating rhythms needed for us to succeed in the enterprise space, in an environment that is dynamic and evolving. ______________________________________________________________________ Key Responsibilities Strategic Account Ownership & Retention Manage a portfolio of around 50 complex client accounts, supporting strong ongoing relationships and delivery Build and maintain account context, understanding client objectives, stakeholders and success measures Lead value-based conversations with clients and their executive teams to translate product usage into measurable outcomes and actionable ROI Proactively identify adoption gaps, risks and friction points, escalating appropriately Track and evidence value realisation to lead support renewal readiness and long-term client success, and capitalise on upsell/ cross sell opportunities Client Success Journey and Value Evolution Own and refine client success journeys across onboarding, adoption and value realisation Apply an AI‑first mindset in day‑to‑day work with clients and share effective practices across the Client Success team Represent Voice of the Customer to product, CX and in leadership forums to foster continuous improvement Maintain and improve client documentation, playbooks and resources to reduce friction and drive consistency Platform Expertise and Execution Oversee and support client setup and implementation in line with agreed timelines Become a product expert to confidently guide clients and enable meaningful and strategic conversations Partner with the client as a functional expert to implement listening strategies and objectives Deliver client training, results walkthroughs and insight‑led sessions that help clients understand and act on their data Act as a primary point of contact for day‑to‑day client needs, coordinating internally to resolve issues effectively Operational Discipline and Administration Develop and execute strategic/comprehensive account plans Keep CRM (Planhat) up to date with notes, engagement activity and health indicators Use operational data to support prioritisation, reporting and internal decision‑making Contribute to improving Client Success processes and ways of working, coaching and mentoring less experienced team members What this role is really like This is not a light‑touch or purely relationship‑focused role. The executional elements are a core part of delivering strong client outcomes in an evolving environment. Success in this role requires strong organisational skills, attention to detail, and a genuine interest in building deep platform knowledge, alongside the confidence to engage with senior client stakeholders. ______________________________________________________________________ R equirements for the role 5+ years’ experience managing mid‑market or enterprise SaaS clients through a client lifecycle A track record of retention and growth impact, with an eye for commercial detail Demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level Demonstrated ability to think strategically about accounts while delivering consistently day‑to‑day Experience contributing to Client Success improvement initiatives, as well as executing them Brings strong technical experience and a detail-oriented approach, particularly in relation to data integrity, systems usage, and process delivery. Clear, confident communicator able to translate data and insight into practical, value‑focused messages Commercially aware, with the ability to recognise risk and opportunity Comfortable delivering virtual training, technical enablement, and hands-on client support across platform functionality, system workflows, and troubleshooting Tech savvy, utilising AI tools for productivity and effectiveness in-role Able to adapt quickly in a changing environment Willing to travel for client meetings and events, with occasional out‑of‑hours support where required ______________________________________________________________________ Our culture is built on our values and the behaviours that bring them to life. We seek people who chime with our values and demonstrate, in their own way, behaviours that bring them to life. We’re not looking for one “type” of person - we value individuality and diversity. What matters most is that candidates demonstrate behaviours that support success in-role and make our culture thrive. Aspire Higher - We set BIG goals, embrace growth and challenge limits. Reaching for new possibilities, we are curious and continuously learning, if there’s a better way, we’ll find it. Own with Impact- We take ownership and hold ourselves accountable, focused on creating meaningful impact. We lean in and own it with purpose and passion. Energised by Challenge- We never stand still! We approach challenges with energy and resilience. We thrive on the tough stuff, embracing change as a constant. Trust in Action- We build trust through our expertise and through consistent, high-quality delivery. With transparency, reliability and authenticity at our core, we act with integrity and do what we say, delivering on our promises. Win Together- We are fuelled by collaboration. We elevate each other, our clients and our partners showing up in meaningful ways. Sharing in success, we celebrate every victory- big or small. Why you’ll love working at WorkBuzz Our culture – WorkBuzz is fast-paced, dynamic and rewarding. Everyone has a voice and the smartest idea wins. Clear purpose – be part of building something which matters. Be the best you can be – we will invest in your development and help you grow. Competitive salary, share options, private health insurance and a range of other benefits Flexible/ hybrid working – the opportunity to split your time between home working and our Milton Keynes office. Check out our Glassdoor reviews! We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels respected, valued, and empowered to thrive. Our team is stronger when it is diverse and inclusive. We welcome applicants from all walks of life and our hiring decisions are based on merit - regardless of age, disability, race, religion or belief, sex, gender, sexual orientation, gender reassignment, pregnancy or maternity, marital or civil partnership status. If you need any adjustments or support during the recruitment process, please don’t hesitate to let us know. We’re here to ensure a fair and accessible experience, removing barriers that may impede someone’s progress based on their unique circumstances. Department Customer Success Team Locations Milton Keynes Remote status Hybrid About WorkBuzz WorkBuzz helps organisations thrive through change by bringing clarity without complexity to how they listen, learn, and act. Our AI-powered platform makes it easy for mid and large-sized companies to gather real-time employee feedback, uncover what truly matters, and focus on the actions that drive engagement, performance, and retention. Trusted across industries, we combine smart technology with a human approach - helping leaders make better decisions, faster. With £12.5m funding raised and growing quickly, WorkBuzz is shaping the future of employee listening, and we’re looking for mission-driven people to join us! Founded in 2018 Co-workers 70 Turnover 5.5M