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Customer Success Manager - North America

Location: Remote

As Customer Success Manager you will be the customer champion for Objective Manager in North America. You will be responsible for the customer relationship, on-going management of the account and customer satisfaction. You will be measured on satisfaction, retention, and the increased use of Objective Manager services in the account, all driven from a happy customer.

Main Responsibilities

  • Support the successful on-boarding of the customer, ensuring the customer business case/success criteria is understood and met. Ensure all key stakeholders are fully trained and equipped for a successful project and to drive effective adoption across the firm
  • Define, manage, and deliver a clear success plan for the customer including the communication and coordination of all activity across teams at Objective Manager to drive the optimal outcomes
  • Track the KPIs for the customer and devise any necessary intervention plan to correct issues and/or manage potential risks
  • Host and manage the customer review meetings in line Objective Managers best practice
  • Intimately understand the customer business drivers and needs, across all the relevant stakeholders and build solutions and proposals that deliver value back the customer
  • Maintain an up-to-date contact plan across the account, ensuring you have regular meetings and/or check-ins with the appropriate stakeholders that influence the success of Objective Manager in the account. Engage as appropriate the executive and management team at Objective Manager
  • Meet the targets set for retention and new sales into your account base
  • Meet the defined benchmark for customer satisfaction in your accounts and ensure your accounts are in a referenceable state to support sales. Where there is a shortfall take corrective action and engage executives from Objective Manager as necessary
  • Ensure you are always fully up to speed with Objective Manager product offerings, including detailed knowledge of how the product works, best practice set-up and demo delivery
  • Maintain up-to-date knowledge on the Objective Manager roadmap and value propositions of new offerings
  • Contribute pro-actively, and positively, to the contribution of best practice within the customer success team and wider Objective Manager business



  • Passion and obsession for a great customer experience, with the believe it earns you the right to sell
  • Excellent analytical and problem-solving skills
  • Excellent customer service, communication and relationship building ability, complemented by strong verbal, written and presentation skills
  • Ability to have an impact and influence others
  • Strong sales skills, with good questioning skills, process and closing skills
  • Experienced and confident negotiator at all levels
  • Strong project management methodology and organizational skills. Ability to apply these in a flexible and pragmatic way to deliver success for customers and on internal projects
  • Self-sufficient and comfortable to work independently, use initiative, deliver well under pressure and deliver to deadlines
  • Ability to work as a team player in a remote-working environment. You will be expected to collaborate across internal teams and potentially work with customers internationally
  • Close and thorough attention to detail
  • Flexible to travel nationally, sometimes with overnight stay, and on occasion international travel

Experience & Education

  • 3-5+ years’ experience managing customers in a fast-growing SaaS business, with evidence of material results and impact
  • Experience of working in HCM and/or CRM environments would be highly preferred
  • Experience of selling to Professional Services market and/or knowledge workers
  • Strong evidence of career progression based on results
  • Degree educated
  • Project Management qualification or similar preferred


  • Obsession for delighted customers
  • Can do attitude and “glass half full” mentality
  • Inquisitive
  • Team player
  • Strive for perfection, but not in a way that prevents greatness

About Objective Manager

Objective is an ambitious, market disrupter in the HCM (Human Capital Management) market focused on the Professional Services market. Our strategic performance SaaS platform enables professional service firms to deliver improved business performance and collaboration by aligning strategy and performance. The platform captures strategic plans, aligns them to individual & team goals then makes them visible to all staff thus empowering collaboration across the business anytime, anywhere.

How to apply

To apply for this role, please email us with your resume detailing why you would like to be considered for this position.

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