Customer Success Manager

Job Description

We are on the lookout for a Customer Success Manager to join our dynamic team in Edinburgh. In this role, you will be pivotal in ensuring our customers achieve their desired outcomes through our products. Your background in customer support will help you advocate for our clients, ensuring their needs are met promptly and effectively.

Responsibilities

• Foster and sustain relationships with key customer accounts.
• Handle all customer queries, offering timely resolutions.
• Ensure optimal customer use of our products and services.
• Oversee the onboarding process for new customers smoothly.
• Evaluate customer satisfaction and health to drive improvements.
• Deliver training sessions for customers on product capabilities.
• Collect and relay customer feedback for product enhancement.
• Align with product and sales teams to fulfill customer demands.
• Draft comprehensive reports on customer success achievements.
• Lead initiatives to boost customer engagement and loyalty.

Requirements

Education

• Degree in Marketing or Communications
• An MBA or equivalent is preferred

Experience

• 3-5 years of experience in a customer-facing role

Technical Skills

• Customer Support Software
• Project Management

Soft Skills

• Empathy
• Problem-solving

Certifications

• CSM Certification
• Six Sigma Certification is a plus

Languages

• English: Fluent

Advantageous

• Familiarity with Agile Methodology: Experience working in agile teams and understanding agile principles.
• Knowledge of Product Management: Understanding of product lifecycle and user experience considerations.

Benefits

• Attractive salary with bonus potential
• Comprehensive health insurance and dental plans
• Work-life balance with flexible hours
• Ongoing training and career advancement programs

Company Culture

• Growth Mindset: We encourage a culture of continuous learning and improvement amongst our team.
• Diversity and Inclusion: Our team is diverse, and we celebrate different perspectives and experiences.
• Community Engagement: We believe in giving back to the community through various outreach programs.