customer success manager i - emea

The Customer Success Manager (CSM) is responsible for the management of client relationships to promote retention and growth. The CSM develops strategic, goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with cross functional teams as the client advocate, to help develop solutions to meet client goals. This position works closely with partnering teams as the client advocate to help develop solutions to meet client goals

A CSM is also a product expert on Impact tools and can assist with training or product support as needed. 

It is also the CSM’s responsibility to identify upsell opportunities and churn risk early on and manage the situation to find the best outcome possible. It is also the CSMs responsibility to Identify opportunities for up-sells and churn risk early on and manage the situation to find the best outcome possible.

This role reports to a Director of Customer Success.


Platform Knowledge

•Has a generalized understanding of our solution’s overview. Understands our core functionality and how partnership marketing fundamentals tie into our solutions and product offering.

•Runs platform training and can consult on contracts, finance, ad tracking, and reporting.

•Relies on others for more detailed conversations around our tracking technology, 3rd party integrations, and actionable insights.
•Coordinates strategic platform adoption with oversight from management, product, and or tech team.

Account Management

•Develop the account engagement plan for each customer, define the business outcomes the customer is wanting, the tools used to get there, outline touch points, level of executive engagement at the customer, outreach frequency, etc. resulting in an engagement score for the account and a map for how success will be measures against Customer KPIs and goals that were identified through discovery.

•Engage and measure executive outreach at the customer, demonstrating the value of the platform and presenting thought leadership in the space.

•Build and develop a partnership growth plan focusing on increasing the types of partnerships in place at the customer as well as increasing the number of productive partnerships for each type; possibly including the customer’s Executive Sponsor.

•Leverage the standardized business review process to reinforce the platform value proposition, ensure the customer’s desired business outcomes are on pace to be achieved, and demonstrate the platform value proposition as well as potential growth opportunities; possibly including the customer’s Executive Sponsor.

•Coordinates strategic initiatives with direction from manager or executive sponsor.

•Drives partnership collaboration, promotes initiatives, increases platform adoption, and communicates value under the guidance of their manager and or executive sponsor(s).

•Collaborates across partnering teams on expansion efforts.

•Build and work against a customer account engagement plan that incorporates 

Escalation Management

•Follow and leverage a standardized process to track open issues with the customer and within Impact, with the goal of providing transparency to open items and a basis for escalation for those efforts that require multiple internal teams to participate.

Project / Task Management

•Produce and execute against technical account configuration efforts, coordinating with the Solutions Design and Delivery team as appropriate, to ensure the customer’s technical configuration of the platform enables account management activities.
•Coordinate efforts with the Solutions Design and Delivery team to ensure new technical integrations or highly technical updates are completed in a timely fashion.

Commercial Efforts

•Validate and review PPV (Positive Predictive Value) pacing reports to ensure the customer's desired outcomes are on track, and to identify opportunities to upgrade the customer’s contracts in a timely fashion.

•Validate and review customer account funding status to ensure the customer can meet their partner commitments.

•Perform periodic churn risk analysis for the customer to identify opportunities to further engage with the customer and demonstrate the value proposition of the platform.

•Perform a financial analysis to better predict the revenue for the account for the current fiscal quarter, half, year, and next year.

•Help to facilitate all renewal and expansion opportunities. 

•Analyse program performance to identify renewal expansion opportunities. 

•Under the oversight of their manager, creates pricing proposals and works with internal teams and clients to incorporate performance goals into annual contract renewals. 

•Help to manage all renewal admin in SFDC including creating quotes and updating Opportunities. 

•Relies on managers and executive sponsors for negotiations and executive outreach as it relates to renewal opportunities. 

•Escalates to managers, executive sponsors, and Sales team for expansion opportunities.

Benefits & Perks 

•A dynamic and creative office space, in the heart of The West End.

•Our international presence and diverse team allows you exposure to global perspectives

•Pension scheme (after probation period)

•Get Paid Time Off as well as Recuperation Leave (for that much-needed mental break)

•Weekly team lunches

•Fresh Breakfast supplies - We believe it's the most important meal of the day!

•An office culture that makes work a fun, rewarding place to be. With all-around support from all staff members.

Closing date for this role is 24th March 2021 
Salary : £55,000 plus OTE. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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