Customer Success Manager

Overview

Within the Customer Success team, the focus is on delivering exceptional experiences and accelerating value for customers through three core pillars: Partnership, Adoption, and Value Realisation.

Customer Success Managers are expected to maximise value realisation and return on investment within complex, multi-regional, strategic enterprise accounts by building strong, long-term partnerships with a focus on product adoption. They guide customers through digital transformation by advising on strategy and collaborating with multiple internal teams and customer departments. They accelerate value by understanding customers’ business goals, designing success plans, and establishing governance frameworks.

As a CSM, you will act as a leader in customer success, driving outcomes throughout the product lifecycle.

What You’ll Do

• Lead customers through digital transformation with a clear understanding of their objectives and key performance indicators.
• Maximise value realisation and return on investment from client’s solutions and services.
• Increase product adoption and usage through clear, actionable plans.
• Build strong relationships at senior levels, including C-suite, within some of the largest companies in the UK.
• Develop account strategies and success plans to drive loyalty, advocacy, and minimise customer attrition.
• Monitor account performance, lead on critical blocking issues with clear execution plans, and drive resolution.
• Build and deepen relationships across a strategic portfolio of multi-solution, multi-brand clients, becoming a trusted partner.
• Create robust post-sales strategies for your portfolio to ensure customers maximise the value of their investment.
• Provide thought leadership and domain expertise to the Customer Success organisation, clients, and client’s European Customer Success team.Develop strong working relationships with Sales, Marketing, and Solution Consulting teams.
• Demonstrate seniority by leading retention and growth initiatives that deliver measurable value, ensuring the team scales effectively while delighting customers.
• Serve as an ambassador for the CSM organisation and promote customer success best practice internally.
• Support the hiring and onboarding of new team members within the Customer Success team.

What You Need to Succeed

• Bachelor’s or Master’s degree.
• Extensive experience in post-sales account management within the technology sector. Candidates with pre-sales, marketing/creative agency, or consulting backgrounds will also be considered.
• Strong experience with solutions and an understanding of client’s competitive landscape.
• Proven experience managing a portfolio of large, global, sophisticated, and strategic accounts at a senior level, building trusted relationships at executive level.
• Demonstrated success in driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS).
• Strong written and verbal communication skills.
• High-level critical issue management capability.
• Ability to anticipate and identify complex or ill-defined problems.
• Strong presentation skills for audiences at all levels.
• Tenacious, personable, confident, and results-oriented.
• Adaptable, with strong self-awareness and the confidence to hold oneself and others accountable to expectations.

*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.