Customer Success Manager

Job Description

We are looking for an enthusiastic Customer Success Manager to be the voice of our customers in London. You'll work closely with clients to understand their objectives, help them navigate our platform, and provide solutions to maximise their success. Your expertise will play a key role in aligning our services with customer expectations.

Responsibilities

• Act as a trusted advisor to clients, fostering long-term relationships.
• Ensure effective onboarding for new customers, guiding them through our services.
• Address and resolve customer queries and concerns promptly and efficiently.
• Utilise feedback to inform product development and improve customer experience.
• Monitor customer engagement and usage metrics to proactively identify risks.
• Conduct periodic reviews to assess client success and satisfaction.
• Help develop educational content and resources for client self-service.
• Collaborate with the sales team to identify expansion opportunities within existing accounts.

Requirements

Education

• Bachelor's degree in related field
• MBA or equivalent is preferred

Experience

• 5+ years of experience within a customer-facing role

Technical Skills

• Project Management Software
• Customer Health Metrics

Soft Skills

• Interpersonal Skills
• Time Management

Certifications

• Customer Success Association Certification
• Agile Project Management Certification

Languages

• English: Fluent

Advantageous

• Strong Networking Skills: Ability to network effectively within the industry to enhance client opportunities.
• Experience in Customer Training: Ability to design and facilitate customer training sessions.

Benefits

• Comprehensive health benefits
• 401(k) plan with company match
• Work-life balance initiatives
• Wellness programs
• Remote work flexibility

Company Culture

• Continuous Learning: We foster a learning-oriented culture with ongoing training and development programs.
• Employee Recognition: We celebrate our employees' achievements and contributions regularly.
• Work-Life Balance: We promote a healthy work-life balance and flexible work arrangements.