Job Description
The Role
At mpro5, we’re building something exciting. As a growing AIM-listed SaaS company, we’re seeking an experienced Customer Success Manager who is passionate about delivering exceptional outcomes for our customers.
As a Senior Customer Success Manager, you will take ownership of the customer journey from signature through to renewal. You will act as a trusted advisor on all things mpro5, driving adoption, growing accounts, and ensuring customer retention. You’ll develop an in-depth understanding of your customer base and collaborate closely with teams across the business to deliver an exceptional customer experience.
Key Responsibilities
1. Build strong relationships with key contacts and gain a deep understanding of their business needs.
2. Coordinate customer onboarding and support the Implementation team in defining success criteria aligned to pain points identified in the sales process.
3. Partner with the Sales team to support renewals.
4. Collaborate with the Delivery team to drive adoption and reduce churn.
5. Identify up-sell opportunities for additional recurring revenue and Professional Services.
6. Act as the voice of the customer, sharing feedback with the business on what users value and where improvements are needed.
7. Champion mpro5, ...