Customer Success Manager

Location: Central London - Hybrid office attendance required

Type: Full-time

Overview

Bloom is building a power brand in the Future of Work, on a mission to deliver Coaching at Scale. Our founders have spent over a decade building and scaling successful technology businesses, creating and selling companies to some of the world’s most ambitious enterprises and generating more than $1Bn in shareholder return.

Today, Bloom partners with ambitious organisations to drive performance, progression, and leadership capability at scale. Our customers expect commercial clarity, strong ownership, and partners who move fast, think critically, and collaborate deeply. We’re a high-growth startup — which means pace, ambiguity, and shared ownership, not silos.

The Role

As a Customer Success Manager, you will own commercial outcomes and value delivery for a portfolio of medium-sized enterprise accounts including renewals, expansion contribution, and the leading indicators that drive them.

You will operate with high autonomy while working closely with Sales, Product, Coaching, and Marketing. You’ll need to adapt quickly, collaborate naturally, and make progress even when things aren’t fully defined.

This is not a vendor-style CS role. It’s a partnership role in a fast-moving environment.

What You’ll Do

• Commercial Ownership & Account Leadership
• Own renewals and expansion targets across a portfolio of ~10 high-touch enterprise accounts
• Be accountable for adoption, retention and growth outcomes
• Source and shape expansion opportunities
• Run QBRs and lead renewal conversations with confidence
• Maintain a clear point of view on account health, risk, and upside

Adoption, Engagement & Value Realisation

• Take full ownership of adoption across your accounts - from launch through renewal
• Build and execute adoption strategies aligned to customer goals and commercial outcomes
• Act quickly when adoption or engagement dips, adjusting approach in real time
• Balance structure with flexibility as customer needs evolve

Cross-Functional Collaboration

• Work closely with Sales, Product, Coaching, and Marketing to deliver joined-up outcomes
• Share insight early and often – be the voice of the customer
• Navigate trade-offs pragmatically in a startup environment
• Contribute to team problem-solving

Customer Communications

• Design and own customer-facing comms plans (launch, engagement campaigns, renewals)
• Tailor messaging by audience and context
• Iterate on comms quickly based on performance and feedback

Insight & Process Improvement

• Translate usage and engagement data into clear actions and narratives
• Spot patterns across accounts and feed them back into the business
• Identify friction in CS processes and help improve them
• Test, learn, and refine continuously
  
  

About You

• Commercially minded with ownership mentality
• Comfortable operating in pace, ambiguity, and change
• Collaborative, proactive, and outcome-driven
• Confident with senior stakeholders, with appetite to keep developing executive presence
• Motivated by accountability, growth, and impact
• Insights driven
• Naturally inquisitive - you ask the questions that get past surface-level answers
• Experience in a commercially focused Customer Success, Account Management, Sales, or Partnerships role, ideally within a SaaS, HR tech, L&D, or people-focused product or service

Why Join Bloom

• Be part of a mission-led company shaping the future of work and career development
• Fast-paced, collaborative startup environment
• Clear step-up role with stretch and development
• Direct exposure to senior customers
• Competitive compensation and benefits
• Work closely with an experienced Founding team
• Competitive compensation and benefits, including Private Healthcare and great Maternity & Paternity plans