Turn Employee Relations Expertise Into Measurable Customer Value.
Can you combine credible Employee Relations expertise with commercial Customer Success capability?
Are you confident advising HR Directors and senior People leaders, using ER data and insight to identify challenges, shape improvements and demonstrate measurable value?
Have you successfully grown customer ARR through strategic upselling and cross-selling?
At AdviserPlus, we’re looking for two Strategic ER Customer Success Managers to become trusted partners to some of the UK’s best-known employers.
This is a commercially focused Customer Success role where Employee Relations is your subject-matter expertise – giving you the opportunity to use your wider strategic, analytical, relationship-building and commercial skills far beyond transactional, reactive ER support.
Ready to turn your ER expertise into strategic influence, measurable customer value and commercial growth? We’d love to hear from you.
The Role at a Glance
ER Customer Success Manager (in-house title)
Remote Working | Occasional Travel to Ellesmere Port, Cheshire and Client Sites
£50,454 – £65,454
37.5 Hours per Week | Flexible Working Between 8am–7pm, Monday–Friday
Reporting to: Head of Customer Success
Pedigree: UK’s Leading Provider of HR Technology, Consulting and Advisory Services
Clients Include: Starbucks, Currys, Network Rail, Maximus, Wickes, Sainsbury’s, United Utilities, Sage and more
Your Background / Skills: Employee Relations, Enterprise Customer Success, Strategic Account Management, HR Technology, UK Employment Law, ARR Growth, Upsell, Cross-Sell, Data and Insight, Strategic HR
Qualification: CIPD Level 5+ or equivalent
About AdviserPlus
AdviserPlus helps organisations unlock the full potential of their people through award-winning HR technology, consultancy and advisory services.
Combining cloud technology, data insight and genuine HR expertise, we help some of the UK’s largest employers simplify Employee Relations, reduce people risk and create better workplace outcomes.
Our award-winning SaaS platform, empower®, alongside our consultancy and advisory services, gives customers the technology, expertise and insight to manage ER with greater confidence, consistency and efficiency.
The Opportunity
You’ll own and grow a portfolio of enterprise customers across our outsourced Employee Relations, HR software and combined service offerings.
Your role is to get closer to each customer’s strategic people agenda – understanding their priorities, pain points and future plans so that AdviserPlus can provide the right support at the right time.
By building trusted relationships with HR Directors, CPOs and senior People leaders, you’ll uncover upcoming organisational change, people risk and ER challenges early. This could include restructures, redundancy programmes, policy change, complex case management, ER transformation and wider people initiatives.
You’ll combine credible ER expertise, customer data and commercial judgement to identify problems, shape solutions and demonstrate measurable improvement.
Beyond retention, you’ll spot and convert genuine opportunities to grow accounts through relevant software, advisory, consultancy and professional services.
This is about more than keeping customers happy.
It’s about knowing their organisation, anticipating what’s coming and turning insight into action, value and sustainable ARR growth.
Where You’ll Add Value
• Build trusted strategic relationships with HR Directors, CPOs, ER leaders and senior enterprise stakeholders.
• Stay close to customers’ strategic agendas, organisational priorities and emerging people challenges.
• Surface upcoming restructures, redundancy programmes, policy changes, complex ER issues and transformation projects early.
• Develop Customer Success Plans aligned with each customer’s people strategy, ER priorities and commercial objectives.
• Use ER data, workforce trends and customer insight to identify risk, improvement opportunities and additional value.
• Translate insight into clear plans, measurable outcomes and meaningful strategic recommendations.
• Lead Quarterly and Annual Service Reviews that influence action, not simply report activity.
• Recommend the right combination of technology, advisory, consultancy and professional services.
• Identify and convert strategic upsell and cross-sell opportunities to grow ARR.
• Monitor customer health, adoption and ER trends to manage risk proactively and strengthen retention.
• Apply sound ER judgement and UK employment law knowledge within a commercial, customer-facing environment.
• Partner with Sales, Product, Marketing, Professional Services and Support to deliver joined-up customer outcomes.
• Drive retention, Net Revenue Retention and sustainable account growth.
About You
You understand Employee Relations deeply enough to see beyond individual cases.
You can spot patterns, challenge thinking and help customers make longer-term, measurable improvements.
You’re also commercially astute. You know how to turn trusted relationships and genuine customer insight into relevant solutions, stronger partnerships and account growth.
You’ll likely bring:
• 5+ years’ experience within Employee Relations, HR or People Advisory, ideally combined with Customer Success, Account Management or another client-facing role within B2B SaaS or Professional Services.
• CIPD Level 5+ or equivalent, supported by credible ER advisory experience.
• Strong knowledge of UK employment law and ER best practice, with the judgement to apply it commercially.
• A proven track record of retaining customers and growing ARR through strategic upselling and cross-selling.
• Experience using HR or ER data to identify issues, drive continuous improvement and measure outcomes.
• The credibility and executive presence to advise, present to and influence HR Directors, CPOs and senior People leaders.
• Strong commercial judgement and the ability to translate ER expertise into customer value and revenue growth.
• Excellent communication, presentation, negotiation and stakeholder management skills.
• Strong analytical, problem-solving and data-driven decision-making capability.
• The ability to manage multiple priorities and work effectively across teams.
• Experience with Customer Success platforms such as Gainsight or ChurnZero, and CRM tools such as Salesforce or HubSpot.
Why Join AdviserPlus?
• Work strategically with some of the UK’s best-known enterprise employers.
• Join a leading HR technology and advisory business where genuine ER expertise matters.
• Remote-first working with flexibility built into the role.
• £50,454 – £65,454 salary.
• Pension Scheme and Life Assurance.
• Health Cashback Plan and Employee Assistance Programme.
• Holiday Purchase Scheme.
• Professional Qualification Support and Membership Contributions.
• Volunteering Days and Long Service Awards.
• Career development within a growing, award-winning business.
Apply Now
If you can combine strategic ER expertise, enterprise-level customer relationships and proven commercial growth, we’d love to hear from you.
Join AdviserPlus and help some of the UK’s largest employers anticipate people challenges, improve Employee Relations and turn insight into measurable, lasting value.
Apply now.
Application notice: We take your privacy seriously. As you might expect, you may be contacted by email, text or telephone. Your data is processed by our talent partner, RR (Recruitment Revolution), on the basis of its legitimate interests in fulfilling the recruitment process. Please refer to its Data Privacy Policy and Notice on the RR website for further details
Salary description
£50454.00 - £65454.00 per year