Customer Success Manager EMEA

About Horizons

At Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!

We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being a Horizoneer means being part of a growing, international family.

About the role:

We are looking for a dedicated and results-driven Customer Success Manager to join our team. The ideal candidate will have a strong background in customer success within the HR tech space and possess a proven track record in B2B environments. This role is critical to ensuring our customers' satisfaction and driving revenue growth through excellent customer support and relationship management.

Key responsibilities:

• Customer satisfaction: Ensure high levels of customer satisfaction by managing response times and improving NPS (Net Promoter Score) (net promotor) and CSAT (customer satisfaction) scores.
• Relationship management: Build and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor.
• Proactive support: Anticipate customer needs and proactively address potential issues, providing prompt and effective solutions.
• Retention & revenue growth: Focus on customer retention and identify opportunities for account expansion, driving additional revenue growth within your book of business.
• Performance tracking: Monitor and analyze customer health metrics, using insights to inform strategies and actions to improve customer satisfaction and retention.
• Feedback loop: Collect and relay customer feedback to internal teams to inform product development and improve service offerings.
• Cross-functional collaboration: Work closely with sales, marketing, and product teams to align efforts and ensure a seamless customer experience.
• Reporting: Provide regular reports on customer success metrics and performance to senior management.

Requirements:

• Bachelor's degree in business, Marketing, or a related field.
• Minimum of 2 years of relevant work experience in customer success, ideally within the HR tech space.
• Proven experience in a B2B environment, with a track record of managing and growing customer accounts.
• Strong understanding of customer success metrics and best practices.
• Excellent communication and relationship-building skills.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong problem-solving skills and a proactive approach to customer support.

What it's like working at Horizons

Our service & product. We're a technology company, not an accountancy, payroll provider, recruitment firm or similar. We build a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin.

Our amazing team and environment. Working at Horizons means you're working on something very exciting: Allowing every person on the planet to have access to equal opportunities in living a fulfilled work and personal life. We believe in hiring from within and going the extra mile to retain top talent. As the company continues to grow extremely fast, you will be given the opportunity to develop and grow alongside.

Our benefits and perks. Being a Horizoneer means that you get the benefit of:

• A competitive salary
• An asynchronous working environment
• A "Remote-First" company environment (or Hybrid) - based on the nature of the job
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one

How to apply

Please fill out the form and upload your CV in a PDF format.

If you don’t have an up-to-date CV but you are still keen to reaching out, please feel free to add a copy of your LinkedIn profile instead.

Need help? Get in touch with us at: [email protected]