Overview
SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider. SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.
HOW WILL YOU MAKE A DIFFERENCE?
We are seeking a proactive and detail-oriented Customer Success Manager (Non-Client Facing) to join our team. This pivotal role is designed to support the Senior Customer Success Manager in driving operational excellence across the Customer Success function. The successful candidate will focus on internal processes, including reporting, upskilling, training, 1:1s, call review and scoring, forecasting, and performance management, to ensure the team delivers the highest standards of service to our clients.
Responsibilities
* Reporting & Analysis: Prepare, maintain, and analyse regular performance reports for the Customer Success team. Identify trends, track key metrics, and provide actionable insights to the Senior Customer Success Manager.
* Upskilling & Training: Develop, coordinate, and deliver internal training sessions and upskilling initiatives. Ensure all team members are equipped with the latest knowledge, tools, and best practices.
* 1:1s and Team Support: Organise and support regular one-to-one meetings with Customer Success team members. Capture development needs, action points, and follow-up items, and support the Senior Customer Success Manager in driving engagement and accountability.
* Call Review & Scoring: Regularly review customer calls (recordings or transcripts), score performance against set criteria, and provide structured feedback to team members for continuous improvement.
* Forecasting: Support forecasting activities by gathering and analysing relevant data, identifying risks or opportunities, and preparing summary reports for management.
* Performance Management: Assist in monitoring and managing team and individual performance, maintaining accurate records, and supporting performance review processes.
* Process Improvement: Identify opportunities to streamline internal processes and enhance team efficiency through automation, documentation, and best practice sharing.
Qualifications
* Previous experience in a Customer Success, Operations, or similar support function (non-client facing preferred).
* Strong analytical skills with experience in data reporting and performance tracking.
* Excellent communication and organisational skills.
* Confident facilitator with experience in delivering training or upskilling sessions.
* High attention to detail and commitment to accuracy.
* Ability to work independently and as part of a team, managing multiple priorities.
* Familiarity with CRM systems, reporting tools, and call recording software is an advantage.
* Proactive, solution-oriented, and keen to support the development of others.
Life at SmartSearch
* We are a multi-award winning Tech company with an aspirational mentality
* Some of our most recent recognitions include: named in the renowned RegTech100 list for 2025, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
* We have been Great Place To Work Certified since 2022
* There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
* We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community
Company Benefits
Our comprehensive benefit package includes:
* 25 days holiday rising to 30 with each year of service
* Private Medical Insurance covering dental and optical
* Company pension scheme
* Life Assurance – 4x your annual salary
* 1 day paid volunteering per year
* Enhanced maternity / paternity offerings
* Employee Assistance Programme
* Cycle to work scheme
* On site gym
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