Customer Success Manager

Who you are

• At least 3 years in a Customer Success or Account Management role, ideally within a technology-enabled services or HR tech environment
• A consistent track record of hitting retention and growth targets - you know what good looks like and you know how to get there
• Executive presence: you're as comfortable in a C-suite conversation as you are troubleshooting with a day-to-day programme lead
• A data-driven approach to problem-solving - you use insight to prioritise, act and demonstrate impact
• Strong self-organisation and genuine comfort with ambiguity; you thrive in fast-moving environments where priorities shift
• Familiarity with HR, L&D, leadership development or coaching is a meaningful advantage - you'll hit the ground running if you already speak this language
• Proactivity and business acumen
• If you’re excited about the role but don’t tick every box, we encourage you to apply. Growth starts with taking a chance

What the job involves

• We're looking for a Customer Success Manager to join our Southern EMEA team. You'll own a portfolio of upper mid-market and enterprise clients, including global accounts with predominantly a French footprint, and you'll be their most important relationship at CoachHub
• This isn't a reactive support role. You'll be a strategic partner - guiding clients from onboarding through to long-term expansion, proving the business value of coaching at every step, and building the kind of trust that makes renewal conversations straightforward
• Own the full client journey From onboarding through adoption and value realisation you hold the thread. You work closely with your sales partner to align on strategy and make sure every client milestone is met with intention - not improvisation
• Turn goals into tangible outcomes You build activation plans, define success metrics and develop coaching playbooks that connect what clients want to achieve with what CoachHub delivers. You make the value visible - in data, in stories, in results
• Be the voice of your clients internally You channel client feedback to Product, flag risks before they become problems and coordinate across internal teams to make sure your clients always experience CoachHub at its best. You don't wait for issues to escalate - you see them coming
• Lead strategic reviews that open doors You run Executive Business Reviews that go beyond reporting. You show ROI, surface growth opportunities and influence senior stakeholders — often turning a renewal conversation into an expansion one
• Educate, inspire and embed coaching Through workshops, webinars and one-on-one conversations, you help clients integrate coaching into their L&D programmes, leadership initiatives and transformation agendas. You're not just selling a platform - you're helping build a coaching culture
• Contribute to a team that practices what it preaches. You share what's working, support your peers and bring your own growth mindset to everything you do. We coach others - we should be coachable too