Customer Success Manager - UK

Customer Success Manager - UK Launch Team

About Us

SourceWhale is the leading AI-native Recruitment Productivity Platform for increasing conversations, whilst making recruiters’ lives better through enabling them to do more with less. We integrate with everything that recruiters use day to day - CRM’s, emails, data providers etc - and with our best-in-class product, we are on a mission to be a leader in the Recruitment Technology space.

Why Us?

We’re a team of seriously talented, positive individuals and we invest heavily in our people - you won’t feel like a number here!

We’re proud to have been named one of The Sunday Times Best Places to Work in 2025, a reflection of our commitment to building a people-first culture and supporting career growth at every level.

This is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see ourG2 reviews!

As a CSM in the Customer Success Team Launch Team, you’ll own the onboarding journey for new clients - guiding them through transformation, delivering early value, and setting them up to hit key adoption, efficiency and revenue milestones. Reporting to the Global Midmarket Customer Success Team Manager, you’ll be part of a team with a clear mission: driving measurable success for every SourceWhale customer.

Day in the Life

Customer Success Managers are specialists in driving product adoption and accelerating time to value. Through a structured, high-impact onboarding experience, you’ll ensure every customer starts strong.

• Own the first 3 months of the customer lifecycle, managing 4-6 new accounts per month

• Partner with Account Executives to build tailored Success Plans aligned to each client’s goals, challenges, and definition of success

• Lead technical setup, including CRM integrations and migrations, mapping, and testing, to ensure a seamless implementation from day one

• Build strong relationships with stakeholders at all levels, including C-suite, to drive engagement and outcomes

• Deliver engaging, tailored training sessions aligned to each client’s go-to-market strategy and workflows

• Drive adoption through proactive, consistent outreach - identifying blockers early and resolving them quickly

• Track progress against success metrics and communicate updates clearly to both customers and internal teams

• Identify and act on expansion opportunities within the onboarding phase, using commercial insight to grow account value

• Provide strategic guidance and best practice recommendations tailored to each customer’s unique setup

• Collaborate closely with Account Management to ensure a seamless transition and long-term growth strategy

• Lead review sessions with key stakeholders, measuring progress against adoption, outcomes, and overall experience

• Deliver a comprehensive handover to Account Management, ensuring continuity and ongoing success

• Conduct regular on-site visits to strengthen relationships and deepen engagement

Who You Are

• Experience in a customer-facing role within RecTech, SalesTech, or a similar SaaS environment

• Proven experience managing customer relationships across the full spectrum, from small businesses to large enterprises, including leading complex implementations, stakeholder alignment and business transformation initiatives

• Exceptional communication skills, with the ability to simplify complex ideas for different audiences

• Strong listening, problem-solving, and stakeholder management abilities

• Comfortable working cross-functionally in a fast-paced startup environment

• Proactive, driven, and eager to learn and develop

• We welcome applications from backgrounds such as recruitment and sales as well as customer success

What Sets You Apart

• Experience in Recruitment Technology or onboarding commercial/sales teams

• Previous experience in recruiting or business development

• A proven track record of high performance across adoption, customer satisfaction, and retention metrics

• Strong technical aptitude and confidence working with integrations and systems

Our Hiring Process

• Stage 1: Screening Interview with Talent Acquisition

• Stage 2: Hiring Manager Interview

• Stage 3: Task Interview with Hiring Manager and Head of Customer Success

• Stage 4: Final Interview with VP of Customer Success

Ahead of the final stage, we may ask for references from previous managers or colleagues. This won’t impact your progression, and we will only contact individuals you’ve approved.

What’s in it for you?

At SourceWhale, we champion a culture built on transparency, trust, and flexibility. Open communication is our norm, and everyone’s voice truly matters.

We offer a flexible working model, balancing remote work with in-person collaboration. Our Customer Success Team typically meets in our Shoreditch office on Wednesdays, with additional office time entirely optional.

We’re committed to continuous improvement, actively encouraging feedback, innovation, and new ideas.

We also prioritise work-life balance and support our team with a comprehensive benefits package:

• 25 days holiday (not including public holidays).

• Macbook + any extra tech or software necessary for your role.

• Flexible business with flexible working arrangements.

• Private medical, dental & vision insurance.

• Income Protection Insurance.

• Employee Assistance Programme (EAP).

• Compassionate leave policy.

• Monthly social events.

• First hand experience of an early stage startup - huge ability to make an impact!

Fancy making big waves at SourceWhale? Apply using the link below!