Senior Customer Success Manager
September 6
🏢 In-office - London
Description
• You'll work closely with senior stakeholders from a portfolio of Stotles' most strategic accounts. • Working with Customer’s key stakeholders to identify their business objectives, agreeing success metrics and defining and executing customer success plans to deliver tangible business value to ensure renewal and realise expansion opportunities. • Managing key touch-points with priority accounts in their customer journey including onboarding new customers and conducting training sessions, designed to meet the individual business needs of each client to achieve fast time to value. • Identifying and managing key stakeholder’s within each customer base to ensure engagement and product utilisation to support value realisation. • Detailed understanding of our client’s industry, strategic business needs and help optimise the usage of our platform to achieve their business goals. • Supporting NRR (net revenue retention) through contract renewals and identifying opportunities for expansion within existing customers. • Act as voice of the customer within Stotles through providing customer feedback and collaborating with the Product and wider Commercial teams to support product improvement. • Maintaining CRM and other systems of record. Reporting and presenting on Customers and your book of business as required.
Requirements
• 3-5 years+ experience in a customer success role at a SaaS company managing large corporate or enterprise customers with a focus on value realisation and delivering measurable business value. • Deep understanding of core SaaS Customer Success functions; able to deliver on-boarding and user product adoption to drive account health and overcome challenges in this process. • Adept at building strong internal and external relationships in order to achieve your desired results. Understands the importance of relationships as it relates to engagement, renewals and expansion. • Experienced translating complex data sets into easily digestible client-facing reports and recommended business actions. • Experienced communicator when managing customers at different organisational levels in the context of managing problems and qualifying opportunities. • Track record of showing initiative, and able to find ways to get things done when ambiguity is high. • Unafraid to say, "I don't know the answer. But I have a few ideas on how we can find out". • Able to listen, think logically, strategically, and tactically to solve complex problems and drive product / process improvement. • Customer focused - you care about delivering to your commitments to help our Customers • Highly organised; you have a high attention to detail and don’t let things fall through the cracks. High on results orientation and delivering to commitments. • Data-driven and outcome-focused. You can identify key insights and recommend associated actions, gain agreement and track resulting outcomes. • Well developed communication skills: good at listening and completing discovery for problems or opportunities, excellent written communication skills, articulate and comfortable presenting formally or informally. • Can plan, organise self and others, garner support, experiment in order to problem solve and uncover opportunities - all towards driving positive outcomes for Customer and Stotles. • Results orientated, Can manage expectations and understands the importance of delivering to commitments • Comfortable using spreadsheet analysis techniques and summarising into actionable insights for customers ( or internal teams). Able to distill the key actions and conclusions from analysis towards positive outcomes. Can ‘see the wood from the trees’ and figure out the ‘critical few’ activities Vs the ‘insignificant many’ in order to get results. • Comfortable in the use of Hubspot or other CRM system. • Bachelor’s degree is desirable, or equivalent relevant business experience. Ability to engage, learn, participate and contribute at a professional business level.
Benefits
• Transparent and competitively benchmarked salaries • Equity dependent on experience • A generous health cash plan (Covers dental, optical, physical therapy, consultations, etc.) • A personal health, wellness, and development allowance of £130/month to spend on gym memberships, therapy, yoga classes... any experience that keeps your mind and body healthy. • 25 days vacation + bank holidays • A dedicated learning and development budget you can use for books, conferences, courses, events • Office in Central London (Farringdon) • A hybrid working environment with 3 days in office for Commercial and Ops and 1-2 days for Product and Engineering and flexible work-from-home opportunities • A work-from-home setup budget of £400 you can use for these items: a keyboard, monitor, mouse, office chair, desk, headphones • Monthly affectionately-termed "TeamChills™️": our in-person team-bonding socials covering anything from mini-golf, to communal taco-eating and summer picnics
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