ER / HR Senior Customer Success Manager - CIPD L5+. Remote

Enterprise Customer Success | Employee Relations | HR Technology | Strategic & Value-add Account Relationships

Help Some of the UK's Biggest Employers Transform Employee Relations

Do you enjoy building trusted relationships with senior HR leaders and helping organisations navigate complex employee relations challenges?

Are you CIPD Level 5 qualified or above, with 5+ years’ experience across employee relations, HR or people advisory, a strong understanding of UK employment law and the commercial instinct to spot opportunities to create greater customer value?

Do you have experience growing customer relationships and ARR through strategic upselling and cross-selling, ideally within B2B SaaS or professional services?

Looking for a role where you can influence strategic HR conversations, strengthen long-term partnerships and help enterprise organisations get the very best from their HR technology and advisory services?

At AdviserPlus, we’re looking for 2x experienced Customer Success Managers to become a trusted strategic partner to some of the UK’s best-known employers.

The Role at a Glance

ER / HR Customer Success Manager

Remote Working | Occasional Travel to our Ellesmere Port, Cheshire office & Client Sites

£50,454 - £65,454

37.5 Hours per Week | Flexible Working Between 8:00am-7:00pm Monday-Friday

Reporting to: Head of Customer Success

Qualifications

CIPD Level 5+ or equivalent HR qualification highly desirable

The Opportunity

As a Customer Success Manager, you'll become the trusted strategic partner for a portfolio of enterprise customers across our outsourced Employee Relations, HR software and combined service offerings.

This is far more than a traditional account management role.

You'll build strong relationships with HR Directors, Employee Relations leaders and senior stakeholders, taking time to understand each organisation's people strategy, operational priorities and upcoming change initiatives.

Whether customers are planning restructures, redundancy programmes, policy reviews, organisational change or wider Employee Relations transformation, you'll ensure AdviserPlus is positioned to provide the right combination of technology, advisory support and professional services to help them achieve their objectives.

Where You'll Add Value

• Build trusted, long-term relationships with senior HR, Employee Relations and Transformation stakeholders.
• Act as the strategic lead across your customer portfolio, ensuring an exceptional customer experience.
• Lead Quarterly Service Reviews, Annual Service Reviews and strategic planning sessions.
• Develop tailored Customer Success Plans aligned to each customer's people strategy, Employee Relations priorities and commercial objectives.
• Identify opportunities to grow customer accounts through additional software, advisory services, consultancy and professional services.
• Monitor customer health, product adoption, Employee Relations trends and account activity to proactively identify risks and opportunities.
• Translate Employee Relations insight, workforce trends and customer data into meaningful strategic recommendations.
• Partner closely with Sales, Product, Marketing, Professional Services and Support teams to deliver joined-up customer outcomes.
• Drive customer retention while contributing towards Net Revenue Retention and long-term account growth.
• Champion customer feedback internally, helping shape future products and services.

About You

You'll probably come from an Employee Relations, HR or HR Technology background and enjoy becoming a trusted advisor to your customers rather than simply managing accounts.

You'll be commercially minded, naturally curious and confident engaging with senior HR stakeholders, helping them solve business challenges while identifying opportunities to deliver even greater value.

You'll likely bring

• 5+ years' experience within Employee Relations, HR, People Advisory or HR Consultancy.
• Customer Success, Account Management or client-facing experience within HR Technology, SaaS or Professional Services.
• CIPD Level 5 or above, or equivalent HR qualification.
• Strong working knowledge of UK Employment Law and Employee Relations best practice.
• Experience building relationships with senior HR leaders and enterprise stakeholders.
• Excellent communication, presentation and influencing skills.
• Commercial awareness with experience identifying upsell and cross-sell opportunities.
• Strong analytical skills with the ability to interpret customer data and provide strategic recommendations.
• Experience using CRM platforms such as HubSpot or Salesforce.
• The ability to balance multiple priorities within a fast-paced customer environment.
• A proactive, collaborative and customer-first approach.

Why Join AdviserPlus?

• Join one of the UK's leading HR technology and advisory businesses.
• Partner with some of the UK's best-known enterprise organisations.
• Remote-first working with flexibility built into the role.
• Competitive salary and comprehensive benefits package.
• Pension Scheme.
• Life Assurance.
• Health Cashback Plan.
• Employee Assistance Programme.
• Holiday Purchase Scheme.
• Professional Qualification Support.
• Professional Membership Contributions.
• Volunteering Days.
• Long Service Awards.
• Genuine opportunities for career development within a growing, award-winning business.

Apply Now

If you're excited by the opportunity to combine Employee Relations expertise, strategic customer partnership and commercial account growth within one of the UK's leading HR technology businesses, we'd love to hear from you.

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