We are an ambitious HR and payroll software company (predominantly on the Salesforce platform) dedicated to providing innovative solutions to our customers to help them get, grow and keep their most precious resource:  their people.

Our software removes the risk of integrations and instead provides an easily configured, online self-service software for forward-thinking organisations.

Designed for organisations with over 250 employees who are experiencing business growth or transformation, our perfectly designed system keeps all data and processes in one place, freeing up your time to add even more value and make human resources work for the business.

We are seeking an enthusiastic, knowledgeable, and experienced Customer Success Manager (CSM) to join our team. 

About the Team: Join a target-hitting Customer Success team that is focused on ensuring our clients’ success. You’ll be part of a supportive and collaborative group dedicated to helping our clients get the most out of our HR and Recruitment technology solutions. We believe in celebrating achievements and fostering a positive work environment. 

Job Summary: As a Customer Success Manager at XCD, you will be responsible for ensuring the success and satisfaction of our valued customers. With your deep product knowledge, exceptional communication skills, and a customer-centric approach, you will play a pivotal role in building strong, lasting relationships with our clients. This role is critical to driving customer retention, growth, and advocacy.

• Build and nurture strong, long-lasting customer relationships, serving as their trusted advisor. 

• Understand the unique needs of each client and tailor our products and services to meet those needs effectively. 

• Identify upsell and cross-sell opportunities to increase customer lifetime value. 

• Conduct regular check-ins and business reviews with clients to assess progress and identify opportunities for growth. 

• Provide expert guidance and best practices to clients to maximize the value of our HR, Payroll, and Recruitment software. 

• Proactively address customer enquiries and resolve issues to ensure a high level of satisfaction. 

• Collaborate closely with the Implementation and Product teams to align customer needs with our offerings. 

• Continuously monitor customer health and take proactive steps to address any potential challenges. 

• Gather valuable customer feedback and insights to drive product improvements. 

• Assist in the onboarding and training of new customers to ensure a seamless transition to our solutions. 

• Experience in a Customer Success, Account Management, or Customer Support role for a SaaS company. 
• Exceptional communication and presentation skills. 
• Strong problem-solving and conflict resolution abilities. 
• Ability to work both independently and collaboratively as part of a dynamic team
• High level of empathy and a genuine customer-centric mindset. 
• Proficiency in British English and Right to work in the UK

Desirable:

• Prior experience of Salesforce, either having worked for a Salesforce-based SaaS company or being Salesforce accredited. 
• Bachelor’s degree. 
• Previous HR Tech experience. 
• Deep understanding of HR, Payroll, or Recruitment 

• 25 days annual leave
• 5% Pension contribution, 5% Employer contribution
• Death in service benefit
• 24/7 GP Smart Health benefit
• Enhanced family friendly policies
• Paid volunteer days (2 per year)
• Homeworking

XCD are proud to be an equal opportunities employer. We are committed to the values of Equal Employment Opportunity and can provide accessibility accommodations to applicants. If you are interested in this role and need accommodation or assistance to access our website, completing your application or anything else, please contact us by sending an email to: beverlyu@peoplexcd.com