Customer Success Manager (B2B)

Job Outline

We are looking for compassionate and team-focused, Customer Success Manager with a strong background of working within a contact centre environment and working within a product environment.

Working as part of our CSM team, you’ll have a revenue-generating mindset with a paramount focus on the customer onboarding and support journey, whilst providing a first-class service.

You should be excited to support our growing customer base with an innovative product that is proving hugely popular with our target market.

You should be a natural in proactively identifying growth opportunities, supporting, and nurturing customers throughout their full journey as they transition from a sales prospect to active users of our platform.

We can offer:

• A salary of up to 45k based on your previous experience
• Flexible working hours and (UK) location to accommodate a work-life balance
• Company Sick Pay
• Company Pension
• 25 days leave plus bank holidays and your birthday off
• Vitality - Private Health Insurance
• Income protection
• Group life insurance
• Enhanced family leave (maternity, paternity, adoption)
• Comprehensive on-boarding and ongoing development
• Supported Personal Development plan with an allocated budget
• We genuinely care about our people. You’ll experience autonomy, trust and passion in heaps and bounds.
• Two annual business meetups with additional team / project meet ups in the UK as necessary.

A bit about you:

We are looking for people who are naturally organised, have experience in onboarding clients to a product online, have exceptional time management skills, and possess a positive, down to earth, and empathic demeanour.

You’ll need to have a genuine passion for meeting our customer’s needs and be able to proactively spot opportunities for up and cross selling whilst helping to develop strategies to renew customer contracts, as well as understanding the best practices to reduce customer churn.

Day to day you will be:

• Establishing an in-depth knowledge about our platform and product development as well as in-depth knowledge of your customer and their goals
• Retaining your customers by developing strategies to renew the contract well in advance of the customer’s renewal date and to being proactive in spotting and addressing potential churn
• Spotting opportunities to upsell / cross sell additional solutions to your customers, owning this process from start to finish
• Building a detailed view of the risks and opportunities within your portfolio and working with the wider team on implementing solution focussed plans to mitigate risks and maximise opportunities
• Monitoring customers’ KPIs by analysing metrics that matter and reviewing this with your customer to demonstrate the value of the platform and how it’s aligned with their goals.
• Working with other teams such as Engineering and Product to develop and implement strategies via customer feedback data
• Onboarding our clients to our SaaS platform efficiently, using your previous knowledge of working closely with a product.
• Providing invaluable product training, as well as advise on best practices in quality management and coaching.
• Working with marketing and sales teams to prepare sales pitches and presentations
• Ensuring customers feel they are in safe hands from the get-go, by providing an incredible onboarding experience.
• Nurturing customer advocacy by proactively seeking out testimonials, references, and case studies
  
  

To succeed it’s likely you will have:

• At least 2 years’ experience of working within a contact centre or a QA environment
• Experience of being driven by targets and achieving results, having previously worked within a sales or account management role
• A demonstrable commercial acumen in your approach to customers
• Experience in onboarding customers in a timely and efficient manner
• An impressive track record of customer retention and growth
• An understanding of how applications can work together with knowledge of protocols such as APIs and SFTP a plus
• Working knowledge of customer service platforms such as PlanHat, Jarvis and Camp, is desirable
• Experience of working within a SaaS/ start-up and tech environment is desirable

About us

We’re on a mission to power a people-first era for contact centres - one where employee experience (EX) is prioritised alongside Customer Experience (CX). To that end, we have plans in place to take our existing Quality Assurance & Improvement platform to the next level and become a market-leading AI-augmented Workforce Engagement Platform for fast growth sales & service teams around the globe.

We’re UK-based with clients and operations all over the world, and we’re proud to be associated with highly innovative brands like Samsung, Vitality Health, ManoMano and Ubisoft. We’re moving fast with treble digit revenue growth and we’re putting things in place for a Series A funding round in 2023.