Customer Success Manager (London)

Requirements

• 3+ years experience orchestrating amazing customer experiences across a diverse customer portfolio – maximising product adoption, creating brand champions, and increasing customer advocacy as a result of your strong and successful relationships
• (Desirable) Customer Success Experience
• Proven commercial growth of your portfolio, achieved through high customer retention, revenue expansion at renewal, and proactive growth of product use
• (Desirable) Has worked in a SaaS start up environment – whereby you’ve had to roll up your sleeves and get stuck in
• (Desirable) Led change management projects that have included transitioning customers from one product to another
• You’re a natural problem solver and trust builder – motivated by delivering the best possible outcomes for others
• It goes without saying that you will be an absolute whizz on the basics – professional communication, attention to detail, proactivity, technical aptitude and impeccable internal admin are vital

What the job involves

• You’ll own a portfolio of customers across industries and tiers, guiding them post-onboarding as their trusted advisor – ensuring they optimise their use of Source to fulfil regulatory obligations with efficiency and accuracy
• Uncovering of expansion opportunities (new teams, new use cases, different offices) through deep customer insight, driving revenue growth via stakeholder management and execution
• Proactively monitoring health signals (usage, engagement, feedback) to mitigate churn
• You’ll need to balance the customer mindset with the commercial acumen – being a customer advocate whilst upholding the technical road map
• Creating a strategic plan to grow the value of your portfolio will be one of your top priorities
• Transitioning some of First AML’s legacy customers to our Source
• Collaborating with a number of our teams including customer delivery, sales and senior leadership

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