Customer Success Manager - EMEA

We’re looking for a Customer Success Manager to join our growing EMEA team in London. You’ll manage a portfolio of customers using HSI’s EHS and compliance solutions (Donesafe, HandsHQ, and Skillko), helping them quickly realise value and get the most from our products.

This role is ideal for someone early in their Customer Success or Account Management career who enjoys working with a wide range of customers in a fast-paced environment. You’ll support customers throughout their journey while contributing to retention and account growth.

You’ll own a high-volume portfolio of SMB and mid-market accounts, building strong relationships, driving product adoption, and helping customers get the most from their investment.

What You’ll Do

• Build and manage strong relationships across a portfolio of customers, acting as their primary point of contact
• Proactively guide customers to maximise value, adoption, and ongoing use of HSI solutions
• Manage the full customer lifecycle, including engagement, retention, and renewal
• Identify and close upsell and cross-sell opportunities within your accounts
• Own retention performance, contributing to renewal and growth targets/quotas (including NRR)
• Develop strong product knowledge and guide customers on best practices and effective use of our solutions
• Partner with Sales, Support, Product, and other internal teams to deliver a seamless customer experience
• Advocate for customers by sharing feedback and product insights with internal stakeholders
• Maintain a strong understanding of customer contracts and renewal timelines
• Effectively prioritise and manage a high-volume portfolio (100–150 accounts)
• Contribute to team best practices and continuous improvement