Customer Success Manager

Customer Success Manager (Hybrid 3 - 4 days office, 1 - 2 days home based)

Basic £45,000 - £55,000 + Bonus + benefits

Company: SaaS business experience huge growth

Why: 30% growth YOY business

• Are you and experienced Customer Success Manager?
• Have you worked in a SaaS sales environment?
• Do you have impeccable on-boarding, retention, cross-sell, account management experience?

We are currently working with a leading NW based SaaS company that have been experiencing consistent growth over the last few years. They are looking for an experienced Customer Success Manager to join an already well established outfit to help manage some of their most valued clients. Their Customer Success Team are responsible for On-boarding, Consulting and Customer Success.

The business has grown rapidly since its inception, with its largest client constituting only 3% of their total revenue. As a result, there is a very low churn rate with their clients. You will be responsible for a portfolio of strategic accounts as from on-boarding through to ongoing Customer Success and management.

You will manage a base of around 50 - 60 customers which are all on current customers. You will take ownership from the customer on-boarding, through to helping clients see the most value from the solution and making sure customers have the best experience of the business and solution. It is all about delivering ROI for the customer through being the expert.

Responsibilities - Customer Success Manager

• Managing a portfolio of approximately 50 strategic accounts and delivering on personal KPIs through up-selling, driving adoption, and minimising churn.
• Building and developing strong trusting relationships with senior stakeholders within our Clients’ businesses.
• Pursuing upsell / cross-sell opportunities and able to demo new functionality to clients.
• Managing and closing renewal opportunities.
• Supporting Clients to enhance their usage of the SaaS and drive adoption through best practice discussion.
• Working closely with internal stakeholders to deliver outcomes for Clients.
• Obtaining product feedback from Clients and coordinating further discussion with the Product team.
• Delivering Business Reviews and developing Success Plans for high-touch Clients.
• Proactively responding to Client escalations and concerns in a concise and supportive manner.
• Documenting Client discussions and maintaining and updating key systems, such as Salesforce.
• Supporting the Customer Success Lead in coaching and developing junior team members.

Skills Required - Customer Success Manager

• 2+ years in a Customer Success / Account Management role
• 2+ years in fast paced SaaS, Technology or Professional Services business
• Excellent written and verbal communication, including presentation skills.
• Strong problem solving and project management abilities.
• Excellent organisational skills with the ability to prioritise tasks and manage workload independently.
• Excellent interpersonal skills and ability to build strong relationships with clients.
• Good commercial awareness and ability to negotiate.
• The ability to work to pre-defined Key Performance Indicators.
• Strong career ambitiouns with a desire to achieve, learn and improve in a fast-paced environment.
• Self-starter and a warm engaging character.
• An interest in Customer Success theory and thought leadership.
• Willing to accommodate meetings with overseas clients outside of standard working hours.