Customer Success Manager (Saas)

Customer Success Manager

My client is the leading software-as-a-service (SaaS) provider for alerting and crisis management for sensitive and critical communications in Europe. They are able to offer a highly innovative solution and help customers all over the world to successfully and efficiently manage, emergencies and critical situations.

With European headquarters they support companies and organizations in more than 100 countries and customers come from various sectors like energy, healthcare & pharmaceuticals, aviation, IT & telecommunication and public organizations.

They are now looking for a Customer Success Manager to strengthen their Customer Success Team

The CST works towards increasing the value our customers get from products that they use. This requires a relationship-focused customer care that aligns client and vendor goals for mutually beneficial outcomes.

YOUR TASKS

Your mission is to increase our customers value

Tasks and areas of responsibility includes:

• increase the values of services by cooperating with the customer, sales and the product team.
• support customers by successfully setting up their Crisis and Incident Management Software.
• become a product expert and use this knowledge to effectively guide customers towards their desired outcomes.
• want to understand our customer’s needs and use cases to be professionally prepared to overcome any kind of Crisis Incidents.
• ensure product adoption by onboarding new customers and new teams give them insights through high- and low-touch engagements.
• develop best practices for new customer onboarding, implementation to ensure ongoing customer growth
• are based in the UK office/hybrid and work closely with the local Customer Success and Sales organizations on a global scale and report directly to the UK Managing Director and liaising closely with VP Customer Success.

YOU

You are curious, creative, forward leaning, structured, conscientious and positive. You have the ability to see things through and you are reliable and have good communication skills. At the same time, you are flexible and solution oriented. We are looking for a candidate who has:

• have at least 3 years’ experience in a client-facing role, managing complex accounts in a B2B, ideally SaaS, company
• are experienced with implementing, onboarding and training of enterprise customers
• enjoy working cross-functionally on a daily basis. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
• assess yourself as a quick learner and have the ability to work effectively in a fast growing environment
• ideally already have a strong knowledge in BCM, ENS, CIM or security or at least are interested in learning
• are an open-minded and proactive team player combined with excellent time management skills to achieve ambitious goals
• have strong written and verbal communication skills in English additional languages could be advantageous but not essential