[Hiring] Customer Success Manager @Smart WFM

Role Description

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.

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.
• Creating new opportunities and understanding client business challenges.
• Positioning Smart WFM's expertise and converting interest into profitable, long-term client partnerships.

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 and disciplined pipeline management.
• Consistent sales execution while contributing to the continued growth of Smart WFM.

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

• 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.

Benefits

• Highly competitive remuneration package comprising a strong base salary.
• Attractive, uncapped performance-based commission framework.
• Opportunity for top performers to significantly exceed their On-Target Earnings through an uncapped commission structure.
• Remote-first role with occasional travel to client sites or team events.