Customer Success Manager
Role Overview
This is a foundational mid-level Customer Success Manager role responsible for managing a portfolio of SMB and mid-market customers to drive retention, expansion, and value from the Kota platform. Day-to-day tasks include owning customer outcomes, building account plans, managing renewals, and coordinating escalations across teams. The hire will shape Customer Success playbooks and standards as the first CSM, impacting how the function scales with the business.
Perks & Benefits
The role is fully remote, likely with flexible hours, though it may require alignment with UK & Ireland time zones for customer interactions. It offers significant career growth as the first CSM hire, with direct influence on shaping Customer Success operations and scaling with the company. The culture emphasizes ownership, clarity, and thoughtful problem-solving in a fast-moving, ambitious environment.
Full Job Description
The Role
We’re hiring our first Customer Success Manager to join the Kota Platform team and own the success of customers after onboarding. This role will manage a portfolio of SMB and mid-market customers, acting as their long-term partner to drive retention, expansion, and value across all of their benefits in UK & Ireland.
This is a foundational hire for Customer Success at Kota. You will work across renewals, account growth, and customer health, while helping define the playbooks, rhythms, and standards that will shape how we scale Customer Success as the business grows.
You’ll operate at the intersection of customers, product, benefits, and support, ensuring customers are confident, compliant, and continuously getting value from Kota.
What You’ll Do
Own customer outcomes and retention across a portfolio of SMB and mid-market customers, ensuring they are live, activated, and consistently seeing value from the platform.
Act as a trusted partner on benefits operations, platform usage, and best practice, working closely with Benefits and CX to proactively manage renewals and reduce churn risk.
Drive account growth and expansion by identifying upsell and cross-sell opportunities across benefits, geographies (UK & Ireland), and use cases.
Build and maintain clear account plans that cover goals, risks, health signals, renewal timelines, and expansion opportunities, with accurate forecasting.
Own account health and escalations, coordinating resolution across Customer Experience, Product, and Benefits while monitoring usage, engagement, and operational complexity.
Champion the voice of the customer, turning feedback into structured insights that inform product priorities, success metrics, and the future shape of Customer Success at Kota.
What We’re Looking For
Experience managing a book of business in Customer Success, Account Management, or a similar post-sales role.
Comfort working with SMB and mid-market customers in a fast-moving environment.
Strong commercial instincts around renewals, expansion, and value articulation.
Ability to navigate complexity across product, operations, and regulated environments.
Clear communicator who builds trust with customers and internal teams.
Highly organised, proactive, and comfortable building structure where none exists yet.
Bonus points for experience in SaaS, HR tech, fintech, or regulated products, but not required.
Why Join Kota
You’ll be the first CSM hire and have a direct hand in shaping how Customer Success operates at Kota. You’ll work with ambitious, fast-growing companies and help them get real value from benefits that genuinely matter to employees. You’ll join a team that values ownership, clarity, and thoughtful problem-solving. You’ll have real scope to grow as the team and company scale.
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