customer success manager

Role: Customer Success Manager

Department: Customer Success

Sector: Consumer & Technology

Location: London

Working as the Customer Success Manager in our EMEA Team, you will be tasked with managing a team and overseeing the activities around, onboarding, training, performance, and coaching. In this role you will be expected to drive results that tie back to our strategic objectives:

• Increase retention by volume
• Decrease customer churn
• Drive growth
• Increase visibility customer-side
• Increase customer loyalty and advocacy

Key responsibilities

• Influence future client value through product engagement, customer satisfaction and overall health scores.
• Work cross-functionally with our commercial and research teams to develop and lead customer plans.
• Develop an in-depth knowledge of our products and an understanding of what’s happening in the industry.
• Be the 'voice’ of the customer within our business and provide feedback to all other teams to drive continuous customer success.
• Engage with the Customer Success team and manage activities around, onboarding, training, performance, and coaching.
• Drive customer success outcomes by working with the team to; increase renewal rate, expand account revenue through cross-sell/up-sell and influence future lifetime value through product adoption.
• Work on global internal projects with the objective of enhancing effectiveness and efficiency.
• Focus on customer onboarding to ensure the best seamless experience.
• Have a 'high-level view’ of the entire support process and be able to identify risk early.
• Foster a positive team culture.
• Ensure data integrity and provide regularly reporting on customer health and support.

Job requirements

• 4+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

• Goal orientated with a positive attitude towards KPIs and targets.
• Strong empathy for customers and passion for growth.
• Demonstrated intellectual curiosity.
• Is an enthusiastic leader with the ability to inspire others.
• Excellent oral and written communication skills.
• Demonstrated ability to meet deadlines and have excellent attention to detail.
• Well defined prioritisation and organisational skills.