DESCRIPTION

Hi I’m Alex, Head of UK Customer Success at Pinpoint.
We’re a high-growth, HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, strong product-market fit, and happy customers.
Our rapid growth has brought exciting new challenges. Last year, we won 4 of our 10 largest customers, with Q2 ACV up 93% year-over-year. As we bring on more complex clients, we’re looking for an experienced Customer Success Manager to help us scale.
This is a high-impact, hands-on role where you’ll own a book of business worth ~£1.5–2M, balancing proactive, tech-driven engagement with in-person relationship building when it counts. Your North Star will be Net Revenue Retention — retaining customers, ensuring adoption, and uncovering opportunities for upsell and expansion. If you’re commercially minded, entrepreneurial, and thrive in a fast-paced SaaS environment, this is your chance to make a real mark.

ABOUT PINPOINT

We’re changing the way companies hire, and rewriting the rules of recruitment.
We build talent acquisition software, setting out to fix broken hiring processes that make it so hard for great candidates and great companies to find each other.
We do this by being the only applicant tracking system on the market that’s both fast and easy to use, while being flexible enough to manage complex workflows as companies grow.
We believe attracting the right people and building the strongest teams means being different, not better. It means helping candidates understand what you do and don’t offer—warts and all. And enabling your whole team to be part of the hiring process.
If you’re looking for somewhere you can learn quickly, make a meaningful impact in a fast-paced business, and grow your career, you’re in the right place.
We’ll enable you to do your best work with the tools you need, support from the rest of the team, and an expectation that you’ll challenge that status quo—helping us continually improve what we do

• Own commercial outcomes across your portfolio — driving Net Revenue Retention (NRR) by retaining customers, mitigating risk, and proactively leading upsell and expansion opportunities
• Build and manage stakeholder relationships across accounts, ensuring high sentiment and advocacy that support renewal and growth
• Partner with clients to define success metrics and create tailored success plans aligned with their business goals
• Confidently lead upsell/expansion conversations — shaping opportunities, and building business cases to close incremental revenue
• Act as the voice of the customer internally, providing insights and feedback to Sales, Product, Engineering, and Support
• Track and analyze customer health metrics, turning insights into action to reduce risk and maximize growth
• Balance strategic planning with day-to-day problem-solving, staying close to customer challenges and opportunities
  Tech Stack: Google Workplace, Notion, Slack, Zoom, Hubspot, Intercom, Linear, Guru.