Job Description
At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.
We are in a period of focused internal investment, following a year of key strategic acquisitions and significant investment across all parts of the business, from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!
The Role
Hours: Monday-Friday, 9:00-17:30
Location: Fleet
Working Pattern: Hybrid – 3 days a week on site
We are currently looking for a client-centric and driven Customer Success Team Manager to lead and develop a team of Customer Success Executives, supporting our SME client base.
You’ll be accountable for delivering exceptional service, driving account growth and retention, and leading a high-performing team that ensures our clients maximise value from CV-Library.
Responsibilities:
- Oversee a portfolio of client accounts, ensuring they maximise value from their job postings and products
- Provide data-led insights and recommendations to improve client performance and hiring outcomes
- Build and maintain strong, consultative client relationships, positioning CV-Library as the platform of choice
- Ensure regular performance reviews are conducted with key accounts to drive engagement and product adoption
- Oversee the effective resolution of client queries and issues, ensuring a consistently high standard of service
- Partner closely with Sales to drive account growth, retention and revenue opportunities
- Identify trends, risks and opportunities across the client base, taking a proactive and strategic approach
- Lead, coach and develop a team of Customer Success Executives to deliver exceptional client care
- Drive a high-performance, customer-first culture across the team
- Oversee 1:1s, performance reviews and development plans, ensuring consistency and quality
- Monitor and own team KPIs, driving performance, accountability and continuous improvement
- Identify capability gaps and implement structured training and development programmes
What we’re looking for
- 2+ years’ experience in a leadership/management role within a customer-focused environment
- Proven experience leading and developing high-performing teams
- Strong customer-centric mindset with the commercial awareness to drive growth and retention
- Confident using CRM systems, MS Office and digital tools
- Excellent communication skills, both written and verbal
- Strategic thinker with the ability to balance hands-on involvement with team oversight
- Highly organised, with strong prioritisation skills
- Adaptable and resilient in a fast-paced, evolving environment
We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.
Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.
