Customer Success Manager

Reporting to the Director, Business Development, this role is responsible for developing customer relationships that promote product our solution usage, retention and loyalty. Their job is to work closely with a number of allocated customers (50+), in a regular and proactive cadence, to ensure they are satisfied with the product and services they have received and to immediately improve upon any areas of dissatisfaction.

• Demonstrating effective communication and interaction skills.
• Demonstrating the ability to build rapport and relationships with a variety of end users, Directors, Heads, engaging at various levels.
• Driving usage and usability of the solution within the account.
• Maintaining a cadence of communicating with customers about their usage trends, sentiment, and finding opportunities for deeper engagement.
• Encouraging feedback from customers and build a reputation as being responsive, professional, knowledgeable, and accountable.
• Proactively act on any “How To” support tickets. Reaching out to the account, engaging and seeking to derive a solution and escalating when needed.
• Collaborator, working as part of the regional team to identify and progress opportunities within new and existing customers.
• Gathering market intelligence to aid product development.
• Involved in Market development – setting up demonstrations, webinars and supplying product information to prospective customers.
• Be a CRM champion by ensuring the accurate maintenance of the client database which provides Management with vital market information relating to future business pipeline.

• Minimum of 3 years in a Customer Success, Relationship Management, Account Management, or similar role.
• Educated to degree level, preferred but not essential.
• Experience working with and managing stakeholders and customers in a technology environment. Sales platform experience preferred.
• A high level of accuracy and attention to detail is required.
• Excellent communication and interpersonal skills across digital channels and face-to-face.
• Flexible approach, able to operate effectively with uncertainty and change.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• Experience working with complex technology customers.
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Account management and relationship building abilities.
• Confident oral and written communication skills in English.