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Customer Success Manager

Peterborough, Cambridgeshire
Job Type
13 Jul 2022

About the role

Our Customer Success Managers play a critical role in the ongoing management of our customer relationships. As a CSM your focus will be on ensuring that our customers are wildly successful throughout their journey with Zellis.

You will work proactively with a key set of customer accounts with a focus on ensuring that the customer is gaining their desired business outcomes. By operating as a trusted advisor and primary contact point you will be responsible for the end-to-end customer experience and overall success of the relationship. You will represent the Voice of the Customer to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success. Where the customer partnership needs to be improved you will be required to implement and deliver on success plans to bring this back on track. By ensuring our customers are successful, it is expected that you can drive customer advocacy activities and loyalty. You will report to the Customer Success Lead in the Commercial Customer Success team and work alongside our customer facing teams.

Key responsibilities include:

  • Proactive outreach and regular meetings with your customers.
  • Ensuring fantastic relationships across your nominated customer accounts.
  • Developing a wider range of stakeholder relationships within the customer accounts you are responsible for.
  • Leading Quarterly Business Reviews focused on Business Outcomes and Value.
  • Being the Voice of the Customer to represent customer sentiment and ensuring internal alignment in delivery business value and objectives.
  • Improving product adoption through identification of gaps, discussion, coaching and ensuring the right collateral and enablement is provided to the customer.
  • Proactively managing your account list and reporting on customer health to senior stakeholders within Zellis.
  • Creating and driving Success Plans where value is not being achieved.
  • Identifying and nurturing areas for cross-sell and up-sell to provide additional value within the customer account.
  • To promote customer reference and advocacy activities through relationship building and ensuring our customers are receiving fantastic service from Zellis.
  • Active involvement in customer surveys, e.g. NPS with appropriate management and customer follow up.

Skills and experience required

  • A strong customer-first attitude and experience of customer relationship management.
  • A strong communicator at all levels, from operational through to C-level.
  • Effective stakeholder management, both internal and external.
  • Highly organised with the ability to own and control a customer account.
  • A results-driven individual who is commercially astute.
  • The ability to have business-based discussions focused on business value.
  • Strong presentation skills and the ability to present to a wide audience at all levels.
  • Capable of working under pressure and to measurable KPIs.
  • The ability to improve product adoption through identification of gaps, discussion, coaching and ensuring the right collateral is provided to the customer.
  • The ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer.

About Us

Zellis is the leading provider of payroll and HR solutions for the UK & Ireland. Together with Benefex and Moorepay we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to make people feel appreciated for the work they do - through precision, choice, and magic.

We have over 50 years of heritage and industry experience - and we ve been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then - not least our name. We were acquired by Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company, Zellis. After acquiring Benefex, we re now even better equipped to serve the complex needs of our customers.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We re proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, are not empty words on a poster:

  • Unstoppable together.
  • Always learning.
  • Make it count.
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  • Job Reference: 656827191-2
  • Date Posted: 13 July 2022
  • Recruiter: Zellis
  • Location: Peterborough, Cambridgeshire
  • Salary: On Application
  • Sector: Sales & Marketing
  • Job Type: Permanent