Customer Success Manager

Inpulse is now looking for a proactive, articulate, and organised individual to join our team as a Customer Success Manager to manage a number of client partnerships and be the key point of contact throughout their customer journey.

About Inpulse

Inpulse (www.inpulse.com) is a scale-up HR tech SaaS business based in Harpenden. We help large enterprises, universities, and charities understand employee engagement in real time through our web-based platform. With a strong reputation across industries globally, including construction, manufacturing, transport, and the public sector, we transform how organisations engage & listen to their people – through data, insights, and action. Solving our clients’ needs and maintaining our culture are both critically important to us.

Key Responsibilities

• On-boarding new customers
• Building strong relationships with the key customer contacts and being the primary contact in relation to the account
• Leading clients through the customer journey and providing ongoing account support; from on-boarding and training, through to renewal/ end of contract
• Project management of client surveys and projects
• Internal management and development of client resources and client-specific materials and documents
• Maintain up-to-date customer information in the CRM system
• Keep customers up to date with new platform features and ensure they are getting the most from the platform
• Identifying opportunities for upsell and expansion on their client accounts

Skills/Experience Required

• 3-5 years’ experience working in a customer-facing role, either managing customer relationships or supporting Account Managers
• Proficient in Excel, Word, and PowerPoint
• Strong administrative skills, enjoy processes, with an eye for detail

Desirable, but not essential

• Experience with CRM platforms
• Exposure to and/or understanding of employee engagement and/or HR

Preferred Qualifications

• University graduate 2:2 or above

Personal Attributes Required

• Confident and articulate manner, with excellent verbal and written communication skills
• Natural relationship builder, able to develop relationships at all levels in a business environment
• Organised and efficient in managing workload
• Proactive, with desire to get things done and go beyond the immediate task
• Can-do enthusiasm and positivity when facing problems
• Strong desire to be constantly learning and grow
• Willing to challenge customers in a constructive manner to help them make the most of the software
• Ability to upsell products/services to existing customers
• Full-time, 9am-5.30pm Monday to Friday, hybrid working from home and the office as required. For the first 3 months the role will be predominantly office based (4 days a week) until established in the role, after which time employees can operate hybrid.
• 33 days holiday includes all UK public/bank holidays (with ability to carry over 5 days each year)
• Discretionary Company bonus
• 5 ‘Work From Anywhere’ days each year

Inpulse Culture & Values

• Positivity: We bring a can-do attitude, tackle challenges with a smile, and celebrate small wins. By uplifting each other and staying optimistic, we create an environment where everyone thrives.
• Customer Centric: We go beyond delivering solutions by truly understanding our customers and making their lives easier. By partnering with them and adding value, we help them succeed.
• Growth Orientated: We embrace change with an open mind, staying calm under pressure and proactive in finding solutions. Continuous learning and fresh ideas keep us adaptable and ready for new opportunities.
• Team Player: We support each other, step in when needed, and celebrate wins together. By collaborating and valuing diverse perspectives, we create the best solutions as one team.
• Respect & Integrity: We treat everyone with kindness, listen actively, and value different opinions. By respecting boundaries and promoting work-life balance, we create an environment where everyone feels empowered to do their best work.

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