- Product
- North London, SouthEast N1, United Kingdom
- About inploi
Today, inploi is the leading independent candidate engagement platform for enterprise customers. Our technology helps teams treat every candidate like a customer and helps recruiters focus on people, not process. We believe hiring should work like a great customer experience. Personal, intelligent, and designed for outcomes.
We are trusted by brands in the UK, Europe and US including GAIL’s Bakery, PureGym, CenterParcs, Compass Group, Superdrug and the NHS to design, build and run the engagement layer between their candidates and their hiring teams.
Where are we going? Inploi is building a fully configurable Agentic System for hiring. Our technology will source, schedule, and analyse: turning recruiters into Talent Engineers that design systems that work for them, rather than managing disconnected tools. From first touch to hire, powered by context, deployed across every channel.
The Role
Customer Success at inploi is a commercial and strategic function. The CSM owns the customer relationship end to end; from the moment a new account kicks off through implementation, into BAU, and through every renewal. You are the person the customer trusts, the person internally accountable for the health of the account, and the person who spots risk and opportunity before either becomes obvious.
You will carry a portfolio of Strategic and Growth accounts - enterprise brands with senior stakeholders, complex hiring operations, and real commercial expectations.
You do not build career sites. You do not configure integrations. You do not run talent attraction campaigns. You coordinate a team of specialists across career site design, engineering, and talent attraction to deliver against client expectations. The specialists build and execute. You ensure it happens on time, to scope, and that the customer always knows where things stand.
What You'll Do
Account ownership
- Own a portfolio of Strategic and Growth accounts across the full customer lifecycle - from kickoff through implementation into BAU and renewal
- Be accountable for the health, retention and growth of your portfolio. GRR and NRR are the metrics that matter
- Build relationships with senior customer stakeholders - Heads of Talent Acquisition, Resourcing Directors, HR leadership
- Identify expansion opportunities and create the surface area for new products to land. Work with Sales on the commercial close
Implementation
- Project-manage implementations from kickoff to go-live. You coordinate our designer (career sites), the Solutions Engineer (integrations and flows), our Talent Attraction specialist (campaign setup), and the customer - you do not build, you ensure it is built on time and to scope.
- Translate the customer brief into a clearly scoped handoff for each internal resource.
- Own all customer communication throughout implementation. Set expectations. Track milestones. Escalate when timelines are at risk.
Talent attraction
- Attend client TA strategy calls as a standing participant alongside our Talent Attraction specialist - you are in the room to build and maintain the account picture, not to be briefed before each call
- Own the TA strategy for each account in your portfolio: channel mix, goals, budget allocation, performance expectations
- Our Talent Attraction specialist owns TA execution. You own the client relationship and the communication of TA outcomes.
- Where a client does not have a clear TA strategy, help them build one - draw on platform data, market context, and their expertise
BAU support and triage
- Be the first point of communication for your customers on all inbound issues. Triage, acknowledge, and route to the right owner.
- CS owns customer communication at all priority levels regardless of who is resolving
QBRs and account strategy
- Run quarterly business reviews. Performance, wins, issues, business goals, product relevance, and expansion surface - structured, evidence-led, and with a clear ask.
- Build and maintain success plans tied to measurable customer outcomes
- Identify risk early. Do not wait for a renewal conversation to surface a problem that has been building for six months
- Manage renewals. Know when to bring Sales in and what they need from you to close
What You Bring
Commercial and strategic
- You have owned strategic or enterprise B2B SaaS accounts. You know how to run them, not just service them
- You think in GRR and NRR. Your work shows up in revenue, not just satisfaction scores
- You can run a QBR that customers actually want to attend - hypothesis, data, recommendations, a clear ask
- You have driven expansion in accounts. You can identify an opportunity and work with a sales team to close it
- You know when to do something yourself and when to ticket it. You do not delegate below the threshold and you do not bottleneck above it.
Operational
- You can run a project. Scope, timeline, stakeholders, status. You drive things to launch and close the loop when they slip
- You think in systems. You can carry a portfolio of complex accounts and still know what matters this week
- You are technically comfortable - you can distinguish a quick fix from a specialist task, read a support request, and have a credible conversation with an engineer or integration partner
- You write clearly. You make complex things simple. Senior stakeholders trust your written updates
Character
- You have a bias for action and ownership.
- You are comfortable in ambiguity. Not every process is written down yet - you help write them
- You are direct with customers about adoption, value, risk, and commercial outcomes. You do not manage problems by managing down expectations
What would make you stand out
- Experience in recruitment marketing, talent acquisition technology, ATS integrations, careers sites, or employer brand
- Experience working with enterprise customers in retail, hospitality, FMCG, or other high-volume hiring sectors
- Experience at an early or growth-stage company where CS processes had to be built, not inherited
- Technical comfort with SaaS integrations, feed management, or basic troubleshooting - the more technical, the better
Why you wouldn't apply
- You want a role where success means keeping the customer happy and quiet
- You are not comfortable having direct conversations with senior customers about value, adoption, and commercial outcomes
- You want every process defined before you start. This is a function that is still being built
- You prefer reactive work over building plans, owning outcomes, and driving accounts forward
- You want to hand implementations entirely to specialists and step back. In this role you project-manage them end to end
- You are not curious about recruitment technology, candidate experience, or how enterprise hiring actually works
Compensation
Variable compensation is tied to three metrics: GRR (50% weight, 95%+ target), NRR (30% weight, 102%+ target, measured at team level), and NPS (20% weight, 70+ target). A multi-year renewal kicker applies for qualifying renewals.
Salary range to be confirmed.
What we work with
- Linear - primary tool for ticketing, implementation project management, SLA tracking, and time logging
- Gong - recording and analysis for implementations, QBRs, renewals, and multi-stakeholder calls
- Granola - lightweight transcription for regular relationship check-ins
- inploi Studio - CMS, customer support and implementation panel, integrated with Linear
- HubSpot - CRM and commercial workflows
- Notion - documentation and team knowledge
- Figma - workshops and customer journey mapping
- Slack - day-to-day communication
- CS specific platform — being selected currently
What success looks like in the first 6 months
- You have met your customers, understood their businesses, and built trusted relationships with their senior stakeholders
- Your portfolio of accounts is healthy, and you are contributing meaningfully to team NRR
- Every Strategic account in your portfolio has a current success plan, a documented stakeholder map, and a TA strategy agreed with our Talent Attraction specialist
- You have led at least one implementation end to end - on time, on scope, customer satisfied
- You have run QBRs that produced clear actions and demonstrable value, not slide decks
- You have identified and surfaced an expansion opportunity in at least one account
- You have managed at least one renewal without surprises - risk identified early, conversation held at the right time
- You have contributed to how inploi does Customer Success through a playbook, process, or way of thinking your colleagues now use
Why inploi
inploi is at a point of deliberate growth. Our enterprise customer base spans the UK, Europe and the US, and this hire is part of building a CS function that matches the scale and complexity of the accounts we run.
- You will join a team and a culture built on ownership, openness, and impact.
- You will own relationships with brands that people recognise, with real commercial weight attached to your work
- You will sit close to Product, Sales and Engineering in a team small enough that your contributions are visible and your influence is real
- You will work on a product that is moving fast - we are building a fully configurable agentic hiring system, and CS is central to how customers get value from it
- You will have a compensation structure tied to the metrics that actually matter - GRR, NRR and NPS
- You will have a personal development budget and the autonomy to do the job properly
If you want a CS role that is fully defined and quietly managed, this is not it. If you want to own something that matters and help build the function around you, it is.
