Senior Customer Success Manager, Resource Guru
£80-100k
+ Bonus + Share options
More information about location
Cloud-based team scheduling software
Open for applications
Cloud-based team scheduling software
21-100 employees
Open for applications
£80-100k
+ Bonus + Share options
More information about location
21-100 employees
Company mission
To be a magical and insightful guru, helping teams do their best work in a happier, healthier way.
Role
Who you are
- 5+ years experience in Customer Success, Account Management, or a similar customer-facing SaaS role
- Experience managing B2B SaaS customers, including larger or enterprise accounts
- Proven track record of improving retention, expansion, or product adoption
- Strong communication and relationship-building skills
- Commercial awareness and confidence driving renewal and expansion conversations
- Highly organised with the ability to manage multiple accounts effectively
- Comfortable working in a small, fast-moving SaaS company
What the job involves
- This is a senior, hands-on Customer Success role at the heart of our customer relationships and retention strategy
- You’ll work directly with customers to ensure they successfully adopt Resource Guru and achieve their desired outcomes. You’ll guide best practices, drive adoption, proactively manage account health, and identify opportunities for renewals and expansion
- You’ll manage a mixed portfolio of customers, including enterprise accounts typically ranging from $10k–$250k ARR
- You’ll also play an important role internally — helping shape how Customer Success operates as we grow. This includes improving processes, and developing playbooks
- Initially you’ll report directly to Percy (co-founder) and collaborate closely with Product, Marketing, Sales, and the founders. As the company grows, it’s likely the role will transition to reporting into a Head of Customer
- We’re looking for someone comfortable with ambiguity, who enjoys building from first principles, and who can balance strategic thinking with hands-on execution in a small SaaS environment
- Lead onboarding and implementation for larger customers
- Run adoption and optimisation reviews to help customers get maximum value from the product
- Help customers adopt Resource Guru effectively and achieve their desired outcomes
- Deliver training, product demos, and customer workshops where appropriate
- Help customers adopt new features and best practices
- Act as a strategic partner to key customers, helping them improve scheduling workflows, utilisation, and team planning
- Own a portfolio of customer accounts, including enterprise customers
- Map and manage key stakeholders within customer organisations to strengthen relationships and drive adoption
- Own and drive renewals and expansion opportunities
- Identify opportunities for deeper adoption, additional seats, or broader use across teams
- Maintain accurate account records and forecasts in HubSpot
- Monitor engagement and account health signals
- Use product usage data and engagement signals to identify adoption opportunities, expansion potential, and churn risks - and intervene where appropriate
- Track and improve key metrics such as gross retention, net revenue retention, and product adoption
- Act as the voice of the customer internally
- Share structured feedback with Product and Design teams
- Help identify opportunities to improve the product and customer experience
- Identify opportunities for customer advocacy, including case studies, testimonials, and references
- Help develop Customer Success playbooks, lifecycle programs, and best practices
- Contribute to building a scalable Customer Success function
- AI tools are increasingly part of how modern SaaS teams work. In this role, you should be comfortable:
- Using AI tools (such as ChatGPT, Claude, or similar) to improve productivity
- Using AI to analyse customer information, summarise insights, and improve communication
- Experimenting with new tools that help automate or improve Customer Success workflows
- Using AI responsibly and with appropriate care for customer data security and privacy
- You don’t need to be an AI expert — but you should be curious and comfortable integrating AI tools into your workflow
- A meaningful role helping shape Customer Success at a growing SaaS company
- You’ll help shape how hundreds of teams understand and adopt Resource Guru
- The opportunity to work closely with experienced founders and a thoughtful, low-ego team
Application process
- Meet with Imogen (Talent/People Ops): 25-30m video call. Imogen will tell you a bit more about what it’s like to be on Team Guru. Please come prepared with any questions about our ways of working or team structure
- Meet with Percy (cofounder): 45-60m video call. This will follow a typical interview format with an opportunity for you to ask questions and learn more about the role
- Short take-home task: 1-2h. As part of the process, we’ll ask you to complete a brief, hypothetical exercise to help us understand how you think and work - no unpaid “real work,” and nothing will be used commercially
- Meet with Andrew (cofounder): 45-60m video call. This will follow a typical interview format with an opportunity for you to ask questions and learn more about the role
- Reference checks
- Offer! ✨
Our take
Many managers still rely on complicated spreadsheets or cumbersome software to image their teams and resources. Resource Guru is a cloud-based team calendar designed to improve efficiencies at work. It manages schedules and projects, as well as booking meeting rooms and project forecasting.
The business was developed because of the difficulties the founders faced while managing jobs for an agency’s digital department. Not only is it built to make teams more efficient, but also to support employee wellbeing by reducing excessive workloads, hence boosting morale and lowering churn.
Since founding in 2011, Resource Guru has served enterprise clients such as Nasa, Ikea, the NHS, Saatchi & Saatchi, Vodafone, Intel, Roche and ASOS. This impressive roster of users demonstrates that the company is targeting a real pain point, providing a much-needed improvement to the way scheduling has historically been done.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
30% female employees
Company
Funding (2 rounds)
Jan 2014
$1m
SEED
Dec 2011
$0.3m
SEED
Total funding: $1.3m
Company benefits
- Stock options
- Work from anywhere you like (in a time zone within ±2 hours of UK time to ensure at least a 6-hour overlap with our working hours) - co-working space will be provided if necessary
- 30 days personal holiday (including any public holidays) + Dec 24 - Jan 1 company holiday
- Birthday off + house move day off
- Flexible hours
- Annual training and conference allowance
- A home office contribution upon joining (then every 3 years)
- Monthly health & well-being contribution - to be used as you see fit
- Annual budget to visit your colleagues (local or international)
- International travel - we host Guru Gatherings where we all get a chance to see each other in HD ;)
Company values
- We dare to be different - when the world zigs, zag
- We value speed - in software, you move fast or die
- We obsess over delighting customers
- We’re open and inclusive
- We strive to be masters of our craft
- We don't allow perfection to be the enemy of the good
Articles
Leadership
Andrew Rogoff
(Co-Founder)Founded StagsandHens.com, background in project management
Percy Stilwell
(Co-Founder)Previously headed up the digital department of Euro RSCG KLP.
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