Customer Success Manager

Central Employment are delighted to be working in partnership with a leading B2B Technology driven organisation based in Newcastle. They are looking to appoint an engaging Customer Success Manager joining a team of accomplished Customer Success experts.

£35,000 DOE, excellent benefits, hybrid working pattern (North East based candidates), bonus and progression within a growing CS team.

You'll support them to have the best possible experience; which, in turn, will mean their many employees will have a more fulfilling experience of work. You'll be a key contact to help coordinate and manage customer relationships, interact with a range of senior stakeholders and coach project leads and people managers to use our technology while maximising customer retention and expansion.

Key Responsibilities of the Customer Success Manager:

? Manage the relationship for our customers

? Renewing and expanding existing customer accounts

? Truly understanding customers goals and objectives to ensure we understand what success means to them

? Effectively monitor customer health and risk indicators to ensure we maximise the retention of our accounts

? Identify opportunities to utilise different tech features of the platform

? Use data to identify opportunities to increase feature adoption

? Identify opportunities to recommend and up-sell further consultancy work or additional features and products

? Work closely with consultants to close commercial opportunities identified by them

? Use HubSpot and other data tools to accurately forecast commercial opportunities and keep customer records up to date

? Use the knowledge and experience of working with our customers to feed innovative ideas and suggestions into our Product team.

? Keep up to date with the latest approaches and thought leadership with regards to Customer Success and employee experience.

Experience Required:

? Proven track record in B2B Customer Success or Account Management

? Experience of successfully managing customer relationships or accounts

? Confidence in speaking to a range of stakeholders; from project lead up to Director-level professionals

? Comfortable challenging customer views, goals, and expectations, in the right way

? The ability to actively listen to customers and truly understand how their business works and their requirements

? A data-driven approach to decision making

? Experience working in a fast-moving SaaS and/or B2B environment

? Experience of all Microsoft Office or Google Docs/Sheets/Slides programs

? An appetite for improving processes and scaling the ways we work