Customer Success Manager – London/Hybrid – £40,000‑£50,000
A global technology company is looking for an experienced Customer Success Manager to join their team. The successful candidate will be expected to engage customers both virtually and in person, driving the best relational experience for customers.
Responsibilities
* Manage customers through an assigned book of business; some customers will be new while others may have used the product for several years.
* Be accountable for the retention and growth of your customers.
* Build and foster relationships with key decision makers and stakeholders across multiple customer teams.
* Engage customers in strategy conversations to derive maximum value from their investment.
* Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability for their success.
* Monitor customer health and create risk‑mitigation plans where needed.
* Resolve customer enquiries by aligning customers with the right resources.
* Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
* Partner with different teams to ‘solve for the customer’, including onboarding, product, and contract management.
* Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more products and services to ensure customer retention and growth.
* Understand technical roadblocks and make recommendations on solution implementation and core integration to overcome them.
Skills / Experience
* 4+ years experience in a client‑facing or account‑management role.
* Business‑savvy with consultative, problem‑solving, and issue‑resolution skills.
* SaaS experience.
* Well‑organized, with a high attention to detail and the ability to prioritize and time‑manage for successful execution.
* Motivated self‑starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations.
* Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations.
* Ability to build and maintain relationships, manage expectations, and identify issues that require escalation.
* Knowledge of email marketing or the aptitude to learn it quickly and independently is required.
* Excellent phone, written, and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email.
* Ability to thrive in a fast‑paced environment.
We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.
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