Customer Success Manager (Sales)

Customer Success Manager

Join Smart WFM as our Customer Success Manager and play a pivotal role in driving the growth of our business through disciplined business development, consultative selling and commercial leadership.

At Smart WFM, we help organisations unlock the power of workforce management and HR technology. As a Customer Success Manager, you will be responsible for building and converting a healthy pipeline of opportunities by combining proactive prospecting, strong commercial discipline and exceptional relationship management. Your focus is to create new opportunities, understand client business challenges, position Smart WFM's expertise and convert interest into profitable, long-term client partnerships.

Reporting to the Chief Revenue Officer, and a Customer Success Team member you will work closely with the Marketing, Consultants, Practice Leaders and Delivery teams to ensure prospects experience Smart WFM as knowledgeable, responsive and commercially practical.

This is a hands-on leadership role responsible for the complete sales lifecycle, from prospecting and discovery through proposal, negotiation and close. You will ensure accurate CRM management, reliable forecasting, disciplined pipeline management and consistent sales execution while contributing to the continued growth of Smart WFM.

Remuneration & Commission Framework

Smart WFM offers a highly competitive remuneration package comprising a strong base salary together with an attractive, uncapped performance-based commission framework.

Our commission model is designed to reward both exceptional sales performance and the behaviours that contribute to long-term client success, including business development, pipeline growth, collaboration and sustainable revenue generation.

Top performers have the opportunity to significantly exceed their On-Target Earnings through an uncapped commission structure. Full details of the remuneration framework will be discussed with shortlisted candidates during the recruitment process.

While this is a remote-first role, occasional travel to client sites or team events may be required.

Key Responsibilities

Business Development & Prospecting

Identify and pursue new business opportunities across target industries and markets through outbound activity, networking, referrals, strategic partnerships and marketing-generated leads. Build and maintain a disciplined sales cadence that consistently generates qualified opportunities.

Sales Pipeline & Forecast Management

Own the end-to-end sales process from initial engagement through discovery, proposal, commercial negotiation and contract execution. Maintain accurate HubSpot CRM records, opportunity stages, forecasts, close dates, next actions and pipeline health.

Consultative Sales & Solution Positioning

Lead discovery discussions to understand client business objectives, workforce management challenges and desired outcomes. Position Smart WFM's consulting services and technology expertise in a practical, outcome-focused manner that aligns with each client's strategic priorities.

Commercial Management & Proposal Development

Develop commercially sound proposals, pricing models and Statements of Work in collaboration with internal subject matter experts. Balance customer value with Smart WFM's profitability while managing commercial risks throughout the sales process.

Client Relationship Management

Develop trusted relationships with executive stakeholders, decision makers and strategic partners. Represent Smart WFM professionally while creating confidence in our capability, expertise and delivery approach.

Collaboration & Market Intelligence

Work closely with Marketing, Customer Success, Consultants and Delivery teams to ensure a seamless client experience. Share market insights, competitor intelligence and customer feedback to continuously strengthen Smart WFM's go-to-market strategy.

Sales Performance & Continuous Improvement

Take ownership of agreed sales targets, pipeline performance and business development activity. Continuously improve sales capability, commercial knowledge and market understanding while contributing to improvements in Smart WFM's sales processes, tools and methodologies.

Success Measures

• Achievement of agreed revenue, margin and pipeline targets.
• Consistent growth in qualified sales opportunities.
• Reliable sales forecasting and CRM accuracy.
• Strong conversion rates across discovery, proposal and close.
• High-quality client engagement and consultative selling.
• Timely delivery of professional proposals and commercial documentation.
• Growth of strategic client relationships and referral opportunities.
• Consistent prospecting activity and pipeline progression.
• Positive contribution to Smart WFM's values, culture and collaborative way of working.
  

Qualifications & Experience

• Demonstrated success in business development, enterprise sales or consultative solution selling.
• Proven ability to build and manage a qualified sales pipeline from prospecting through to close.
• Strong commercial acumen with experience negotiating contracts and commercial agreements.
• Excellent communication, presentation and relationship management skills.
• Experience using CRM platforms such as HubSpot or equivalent.
• Strong organisational skills with the ability to manage multiple opportunities simultaneously.
• Experience selling consulting services, enterprise software or workforce management solutions is highly regarded.
• Relevant qualifications in Business, Sales, Marketing or a related discipline are desirable but not essential.
  

WHAT IS THE WORKING EXPERIENCE LIKE AT SMART WFM?

At Smart WFM, we focus on providing the best possible support to our consultants. As a mature-thinking company, we believe that people are the most important aspect of our business. Our objective is not to create a cookie-cutter culture where everyone acts and thinks the same way, but rather to allow each individual to flourish and express themselves in their own unique way, while experiencing a genuine sense of belonging.

We want every member of our team to achieve success in whatever form that takes, from delivering exceptional client outcomes to improving the way we work every day. Rather than simply reacting to workplace challenges, we focus on creating an environment where people can do their best work from the outset.

At Smart WFM, we have what we call the 'Dr. Seuss Policy', inspired by the famous quote:

"Today you are You, that is truer than true. There is no one alive who is Youer than You."

Smart WFM operates with a mature culture built on trust, communication and cooperation. We value diversity because it brings fresh perspectives, stronger ideas and better outcomes for our clients. We encourage everyone to simply be themselves, creating a workplace that is meaningful, empowering and enjoyable.

INTERESTED?

Tell us about yourself and what motivates you professionally.

Perhaps you're more traditional and would like to send us your CV, that's absolutely fine.

You may prefer to write us a letter explaining your interests and career aspirations.

Or perhaps you'd like to share a portfolio, personal website or other examples of your work.

Be yourself, because that's important to us.

⚠ ONE LAST THING

We communicate throughout our recruitment process using BambooHR email. Occasionally these emails may be delivered to your spam or junk folder. If you don't hear from us, please check your spam folder for emails from BambooHR and add them to your safe sender list so you don't miss any updates.

Thank you for considering Smart WFM as the next step in your career. We look forward to learning more about you.