Customer Success Manager

Job Details

Role: Customer Success Manager

Salary: £32,708 per annum

Location: Southwark, London (Hybrid: 3 days in office, 2 days remote, with 5 days in office for initial 4-week training)

Contract: Full-time

Reports To: Customer Success Team Leader

Start Date: November 2026

Eligibility: UK Right to work required

Description

Join PensionBee and help people feel confident about their retirement. For too long, pensions have been difficult to understand and manage. Since 2014, we have been fixing this, helping people combine their retirement savings into one simple account they can manage from their phone.

As a Customer Success Manager, you will be at the heart of this mission—the friendly, knowledgeable voice guiding customers through their savings journey, mainly via phone, but also through live chat and email. You will be handling real conversations that genuinely change how people feel about their future.

About the Role

This role offers the opportunity to work within a thriving customer success team, interacting directly with customers daily via phone, live chat, and email. We are looking for personable applicants who are confident in communicating with others. In a collaborative environment, you will help ensure our customers’ transfers run smoothly and their queries are answered effectively.

Our Service Level Agreement (SLA) requires us to respond to emails and action administrative account and pension tasks within one working day. We also aim to pick up inbound customer calls and Live Chats within 30 seconds.

Key Skills and Objective

• A confident, clear telephone manner alongside strong written communication.
• Exceptional attention to detail.
• A strong work ethic and a team-oriented spirit.
• Good problem-solving skills.
• A confident and personable attitude.
• Prior knowledge of the pension market is advantageous, but not required as full training will be provided.

Specific Tasks and Duties

• Answering inbound customer calls promptly while delivering excellent, empathetic customer service on every call.
• Managing customer inquiries across live chat and email, ensuring support and adherence to SLA response times.
• Completing administrative duties related to customer accounts and pensions.
• Explaining complicated pension information clearly and concisely to customers, regardless of the communication channel (phone, chat, or email).
• Guiding customers through our product and supporting them with actions they attempt within their online account (BeeHive).
• Coordinating with other pension providers to ensure smooth transfer processes.
• Supporting customers navigating sensitive life events such as divorce, ill-health, or the loss of a loved one, maintaining particular care regarding tone and pace during calls.
• Collaborating with your team ("Hive") to fulfill rota'd tasks and supporting other team members when necessary.
• Attending specific role training sessions and completing subsequent classroom quizzes.

Benefits

• End of year bonus.
• 25 days annual leave, with 5 extra days for employees with caring responsibilities and additional leave for those living with a disability.
• Generous and transparent gender-inclusive Parental Leave policy.
• Pension scheme with a 6% employer contribution.
• Bupa Private Healthcare plan, Thrive, SmartHealth Virtual GP, Income Protection Insurance, and Enjoy Benefits.
• Regular company-wide sessions: CEO Session, Show & Tell, and various Diversity & Inclusion agendas, offering opportunities to share ideas and learn about other business areas.
• A bi-monthly "Happiness!" meeting, allowing you to discuss your well-being with your manager.
• Being part of a warm and motivated team dedicated to making a real difference for our customers.

Diversity & Inclusion at PensionBee

We welcome all candidates and are proud recipients of the Employer of the Year award at the Financial Adviser Diversity in Finance Awards 2022 and Trailblazing Company of the Year 2024.

We believe that drive is often more important than degrees. If you have an interest in this role, possess relevant past experience, and are passionate about our mission, we encourage you to apply.

Beyond our commitment to equal rights, opportunities, and treatment for all, we actively celebrate our differences through monthly events and learning opportunities—from discussions on men’s mental health to our Pride Picnic. For full details on our approach, including commitments to flexible working requests and reasonable adjustments from day one, please see our Diversity and Inclusion policy.

If you require any adjustments to help you perform at your best during the application process—such as using a computer instead of writing by hand, or booking a longer interview time—please contact our People Team at people@pensionbee.com.

Hiring Process

1. Application review.
2. Interview with the People Team.
3. Interview with a member of the Customer Success Leadership team.
4. Group session: This includes a presentation on PensionBee, a UK Pension 101 overview, and practical tasks, with time reserved for Q&A regarding the company and the role.
5. Final decision.

Shortlisted candidates will proceed to the final decision stage, and all unsuccessful candidates will receive feedback.