Customer Success Manager

Job Description

We are seeking a seasoned Customer Success Manager to join our team in Swansea. This role is pivotal in fostering customer relationships, ensuring satisfaction, and driving the success of our clients. You will be responsible for onboarding new clients, providing ongoing support, and acting as an advocate for the customer within our organisation.

Responsibilities

• Lead onboarding sessions for new customers, guiding them through our services and tools.
• Track key performance indicators related to customer success and satisfaction.
• Provide regular updates and reports on customer metrics and feedback to management.
• Work closely with product teams to relay customer feedback and suggest improvements.
• Foster strong relationships with customers and build trust through consistent communication.
• Create and maintain documentation for customer processes and best practices.
• Participate in customer success workshops and industry webinars to share insights and learn best practices.

Requirements

Education

• Bachelor's degree in Marketing or Communication
• Relevant certifications in Customer Success Management are preferred

Experience

• 3+ years of experience in customer relationship management

Technical Skills

• Project Management Tools
• Email Marketing Software

Soft Skills

• Empathy
• Time Management

Certifications

• Certified Customer Experience Professional (CCEP)
• Agile Project Management Certification

Languages

• English: Fluent

Advantageous

• Familiarity with Customer Feedback Tools: Experience using tools for collecting and analyzing customer feedback.
• Experience in Software as a Service (SaaS): Understanding of SaaS business models and customer success strategies.

Benefits

• Comprehensive health, dental, and vision insurance
• Generous annual leave policy
• Training and professional development opportunities
• Employee discounts and perks

Company Culture

• Innovation-Centric: We encourage creativity and innovation to drive solutions that benefit our clients.
• Work-Life Balance: We recognise the importance of work-life balance and support flexible working arrangements.
• Supportive Community: Our culture promotes support among colleagues, fostering a friendly and collaborative environment.