Customer Success Manager

The Customer Success Manager is responsible for driving long-term customer success and adoption of the company’s products and services with a defined set of customers and/or partners. This role serves as a primary point of contact representing the customer.

Salary: £30-35k + Incentive

What You Will Do

• Drive retention and growth among assigned customers by performing targeted mass communication and utilising digital and non-digital techniques
• Collaborate and consult with a high volume of customers to understand business objectives.
• Act as the customer advocate by sharing established best practices with customers and routing inquiries and concerns to appropriate team members
• Effectively identify and partner with resources across departments based on customer objectives to support customers’ needs
• Partner and support customer executive level stakeholders (C‑Suite) with their renewal and expansion needs
• Identify and monitor risk in customers not achieving their stated business objectives and assist in developing a risk mitigation plan
• Assist as needed in client issues resolution and be accountable for client experience and satisfaction

What Experience You Need

• Bachelor’s degree or equivalent experience
• Experience in customer advocacy role
• Experience selling or delivery of IT Products/Services
• Oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Organizational, multi-tasking, and time management skills
• Collaboration skills, applied successfully within team Interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Self-motivated with the ability to complete projects in a timely manner
• Able to thrive in a fast paced, deadline driven environment
• Ability to establish rapport and gain the trust of others; effective at gaining consensus
• Ability to handle sensitive information with discretion and tact
• Able to summarize large quantities of information into actionable insight
• Business and technology acumen

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