Strategic Customer Success Manager, Role Mapper Technologies Limited
AL-Powered HR Tech Solutions
£60-75k
More information about location
AI-powered, intelligent job description management
Job no longer available
AI-powered, intelligent job description management
21-100 employees
Job no longer available
£60-75k
More information about location
21-100 employees
Company mission
We are an innovative, fast-growing, well-funded, HR-Tech company seeing rapid global adoption of RoleMapper, our intelligent job-design platform.
Role
Who you are
- Strategic Account Management: Proven ability to grow enterprise accounts through upsell, renewals, and expansion, while building strong, strategic relationships
- SaaS Onboarding Expertise: Hands-on experience managing the full onboarding lifecycle, from discovery to go-live, ensuring seamless platform adoption
- Tech Savvy & Problem-Solving: Strong understanding of HR tech, able to troubleshoot technical challenges and continuously improve processes for both customers and internal teams
- Excellent Relationship Management Skills: Ability to engage with senior stakeholders and decision makers and foster deep, trusting relationships.
- Excellent Communication Skills: comfortable delivering presentations and writing communications to senior leaders
What the job involves
- As a Strategic Customer Success Manager, your primary focus will be on driving revenue growth and ensuring customer success. You will manage a portfolio of enterprise customers, identifying upsell and renewal opportunities, and building strong relationships with key decision-makers to maximise business value
- Alongside this, you will lead the hands-on onboarding process, managing the full project lifecycle — from discovery through to go-live — ensuring seamless platform adoption. You will develop strategies to optimise customer health, mitigate risks, and ensure retention
- Account Management: Hands-on management of a portfolio of enterprise customers, with a primary focus on driving value from onboarding through to renewal. Actively seek upsell and cross-sell opportunities to meet growth targets
- Onboarding & Solution Delivery: Lead the end-to-end onboarding process, managing discovery, design, build, testing, and go-live stages. Troubleshoot issues, train customers to optimise use of RoleMapper, and ensure smooth adoption and implementation
- Customer Health & Retention: Proactively monitor customer health metrics to identify risks to retention and success. Develop action plans to address potential challenges and ensure continued satisfaction and value delivery.
- Building Strategic Relationships: Cultivate strong relationships with decision-makers, influencers, and users. Serve as a trusted advisor, sharing market insights and ensuring customers become advocates for the platform.
- Strategy & Growth Initiatives: Develop and execute strategic account plans that identify and pursue opportunities for growth, expansion, and increased platform adoption.
- Continuous Process Improvement: Continuously improve both onboarding and customer success processes. Focus on scalability, efficiency, and enhancing customer outcomes while identifying potential product enhancements or process innovations.
- This role is critical in delivering value to customers, fostering advocacy, and achieving growth targets in a high-paced, dynamic environment
Application process
- Initial recruiter call to provide an overview of the company, the role and get an understanding of your background and fit for the role
- Hiring Manager Interview, providing more detail on the company, our strategy, the role and a deep dive into you and your alignment to the specific requirements for the role
- A 1 hour meet and greet with the team to introduce yourself and get the chance to ask questions and understand the current state
- A 1.5 hour work-based assessment where you will present back your thoughts on a number of specific tasks
- Psychometric (Wave) assessment (to explore your natural working style) alongside a values-based interview (something very important to us here at RoleMapper)
- While there are quite a few steps, we try to do these as quickly as we can. We ideally aim for all of this to happen across a 2 week period
- At RoleMapper we understand how much work goes into every application. We review each one in detail with the assistance of a third-party specialist. As part of this process your personal data will be shared with ISL Talent (Bristol BS1 4XE). By applying, you are agreeing to your information being shared. No data will be held longer than required to fill the position
Our take
Recruitment teams are under increasing pressure both to design jobs that can net top talent in a hot labour market, and to advertise them in such a way as to draw in diverse candidate pools. All this takes time, and a lot of back-and-forth between teams, which in turn can lead to error, a lack of attention to diversity requirements, and bloated recruitment periods.
RoleMapper has developed a modular platform which centralises all job data and documents, and through which recruitment teams can simplify and automate different parts (or the entirety) of the process. Job ad content can be AI-generated or augmented, collaborated upon through built-in workflows, monitored for diversity compliance, and analysed through the insights dashboard.
The company is modestly sized as things stand, but has consistently won national awards for its work. Plus, it’s supported by a lively and growing UK recruitment tech sector scene, in which it’s driving to distinguish itself by developing new tools that facilitate flexible job listings. This kind of innovation within a well-established and lucrative sector could see RoleMapper’s tech truly pay off.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Dec 2025
$1.7m
EARLY VC
Feb 2024
$2.8m
SEED
Total funding: $8.1m
Company benefits
- Flexible working - mainly remote but can work in London or Exeter hub. Quarterly meet ups
- Pension contribution and top up your contributions
- Life insurance cover
- Save money on your nursery fees with our Nursery Scheme
- Join the Private Medical Scheme and add your immediate family to your private medical policy
- Join the cash plan scheme and add your partner (children are covered for free)
- Purchase a cycle or cycling equipment through the Cycle2Work Scheme
- Lease an Electric car with Loveelectric
Company HQ
Exeter, UK
Leadership
Sara Hill
(CEO)Has extensive experience in consulting, covering management consulting at Ernst & Young and Stratevolve, and diversity consulting at Alexander Mann Solutions. Also consulted freelance, and founded flexible recruitment companies The Job Share Project and Capability Jane.
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