Customer Success Manager
August 24
🏢 In-office - London
Description
Proactively managing and nurturing relationships with a diverse portfolio of customers, ensuring their long-term success and satisfaction. Defining, optimizing, and scaling processes to deliver a consistently delightful and seamless customer experience. Taking ownership of customer renewals, exceeding retention targets, and driving customer loyalty through continuous value delivery. Gaining a deep understanding of each customer’s unique use cases, goals, and challenges, and aligning them with best practices and innovative solutions. Collaborating cross-functionally with Sales and Marketing teams to strengthen customer relationships, celebrate milestones, and share success stories that amplify customer advocacy. Actively partnering with Product and Engineering teams to champion customer feedback, improve the product, and contribute to the successful launch of new features that solve real customer problems. Identifying and engaging with new stakeholders within the customer base to uncover growth opportunities and drive account expansion. Anticipating customer needs and providing proactive support to address potential issues before they arise.
Requirements
You have successfully managed a portfolio of customers, with a proven track record in customer success, account management, or related roles, demonstrating several years of experience in building and nurturing lasting relationships. You bring a passion for HR technology and are excited about the possibilities it offers for transforming workplace culture and operations. Having a background in HR or People Operations is a nice-to-have, as it would provide valuable insight into the needs and challenges of HR teams, further enhancing your ability to support and collaborate with customers in this space. You are genuinely passionate about helping customers and colleagues succeed and thrive, fostering a culture of mutual support and collaboration. Your exceptional written and verbal communication skills allow you to articulate complex ideas clearly and persuasively, making you an effective advocate for both customers and internal teams. You have a strong background in supporting customers with product adoption in SaaS environments, understanding the nuances of driving engagement and usage across different customer segments. You’re comfortable working with large data sets, analyzing trends, and translating insights into actionable strategies that improve customer outcomes. You excel in prioritizing tasks and managing your time effectively, ensuring that nothing falls through the cracks, even when juggling multiple accounts and competing priorities. You thrive in fast-paced, dynamic environments where priorities can shift rapidly, and you bring a solutions-oriented mindset to every challenge. You are driven by continuous learning and always looking for ways to refine your skills and knowledge, especially when it comes to evolving customer needs and product innovations.
Benefits
💰 Competitive compensation. 📈 Meaningful equity so that you own part of the company. 🏝️ 25 days of paid time off per year plus public holidays. 🆘 Bupa Private health and dental insurance. 💻 A brand new MacBook. 🎒 Budget for books and other resources you need.
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