Senior Customer Success Manager
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The Details
* Salary: Competitive package, we will communicate this to you as soon as your CV passes our pre-screening process
* Contract: Permanent
* Working: 3 days in the office (Mon, Tue, Wed), 2 days working from home
* Benefits: Excellent pension, competition and reward schemes
The Opportunity
* The company's HR SaaS products are in high demand; employee recognition and rewards, helping clients to build excellent workplace cultures, to improve retention and productivity
* Impressive company growth; they have 3,000 clients (98% retention rate)
* Their own staff retention is excellent, due to the quality of their culture
* We have placed three BDRs and one Customer Success Manager into the company, all are doing really well and are enjoying their roles
* The Head of Customer Success (your manager) is excellent to work with. She has a long tenure at the business, because; "no two days are the same, I love the culture here and I have always been given opportunities to progress"
* Two days working from home (Thu, Fri)
* Annual trip to Salt Lake City in the US
Company Overview
Rewards and employee recognition SaaS business, helping medium‑large organisations to enhance their culture, retention and improve leadership capabilities. Their products are supported by an internal research institute, who analyze workplace culture and the psychology of motivation.
Team Overview
Join a Client Success team of 21 people.
Role
* Customer first mindset; key point of contact for clients, ensuring retention and growth of client accounts through world‑class account management
* Provide technical and product support; working with internal stakeholders on growth opportunities
* Customer Onboarding and Training – ensuring clients have a great onboarding experience and provide continuous training to get the most value out of their program solution
* Strategic Thinking – proactive with your ideas to offer solutions to clients, ensure they always have the most appropriate products and services to deliver success
* Working with the sales team on opportunities for existing account growth
* Manage projects and prioritise workloads
* Build an extensive understanding of the tools available to advise clients on solutions that achieve their goals and meet their tech needs
Person
* Confident Account Manager, working with C‑suite business partners across the globe
* Experience in B2B client relationship management of ideally £3m+ Enterprise accounts
* Experience working with a Pharmaceutical business is desired but not essential
* Experience of SaaS account support is preferable
* Builds long‑lasting relationships with key contacts
* Proactive approach to work, thrive on change and excited about continuous learning
* Organised, creative and excellent project management skills
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Sales, Business Development, and Other
Industries
Human Resources Services and Software Development
Location
London, England, United Kingdom
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