AddressCloudM is an award-winning SaaS company whose humble beginnings in Manchester have grown into a global business in just a few short years.
The CloudM platform is designed to help our customers get the most out of SaaS applications like Microsoft 365 and Google Workspace, automating time-consuming tasks like IT admin, onboarding & offboarding, archiving, and migrations.
Our SaaS data management platform has been used by over 35,000 customers in 107 countries including the likes of LinkedIn, Uber, Netflix, Booking.com, and Spotify.
We have a brilliant team of more than 70 people in Manchester, Europe, and USA. We are still growing, and that means we need more brilliant people who share our ambition to join our team.
Join the Cloud revolution. Join CloudM.
Role Overview:
As the Senior Customer Success Manager, you will drive the initial and ongoing adoption of our market-leading CloudM software. You will achieve this through your in-depth knowledge and passion for the platform. This is a great opportunity for someone who is passionate and energetic to have a huge impact on our customers and the business.
Reporting to our Head of Sales and Customer Success this critical function is responsible for onboarding new customers by engaging customers in the successful deployment of the CloudM platform solution, driving their ongoing adoption, customer experience, and supporting their renewal programme. Looking for opportunities to upsell and cross-sell into the other CloudM modules.
This role involves building key relationships within our customers' technical departments, becoming a trusted advisor by ensuring that customers understand the full feature set of the CloudM Platform so that it becomes a vital part of their IT strategy.
Responsibilities:
Overseeing the Customer Success Team: As the Senior Customer Success Manager you will be responsible for the day to day management of the team. This will include supporting the Customer Success Managers and Renewal Specialist within the team and providing regular updates to the Head of Sales and Customer Success.
Running Technical Adoption Sessions:You will conduct remote technical adoption sessions with customers to ensure successful deployment of CloudM. Additionally, you will run sessions to help customers understand the CloudM features relevant to their specific issues.
Demonstrating CloudM Features: You will demonstrate relevant CloudM features live to customers remotely, showcasing how these features can address their needs and improve their processes.
Contributing to Adoption Process: You will contribute to the wider adoption process ensuring a seamless customer journey and promoting time to first value utilising proactive communication throughout the installation and use of CloudM.
Collaborating with Product Managers: You will collaborate with Product Managers to identify areas of improvement for the CloudM product that will deliver value to customers, based on feedback and insights gathered from customer interactions.
Building Effective Relationships: You will build and maintain effective relationships with key technical contacts within our client base, becoming their go-to resource for all things CloudM.
Contributing to Knowledge Base: You will use feedback from adoption sessions to contribute to the CloudM knowledge base, ensuring that the content is accurate and relevant to customers' needs.
Creating Regular Reports: You will create regular reports on feature adoption and renewals, leading to a data-driven methodology and decision-making process to drive Customer Success.
Maintaining Salesforce: You will regularly update Salesforce with high-level detail and accuracy, ensuring that customer information and interactions are properly documented.
Identifying New Opportunities: You will identify new opportunities for upselling, cross-selling, and additional training based on customer needs and usage patterns. Working closely with the Key Account Manager and the sales team passing any relevant sales opportunities to them.
Developing Sales Strategies: You will develop and implement sales strategies to increase the number of renewed customers purchasing CloudM products or services.
Mentoring and Training: You will mentor and train new members of the team, sharing your expertise and best practices to help them succeed in their roles.
Skills and Experience:
Key Skills
To qualify for the role of Customer Success Manager for CloudM, candidates should meet the following criteria:
Professional Experience: A minimum of 3 years of experience in a Customer Success, Technical Product Specialist, Sales Engineering, Technical Account Management, or a similar role is required. This experience should demonstrate a track record of successfully managing customer relationships and driving Customer Success.
Technical Background: Candidates should have a technical background with prior experience working in IT Support or System Administration. This foundational knowledge will be essential for understanding and effectively supporting CloudM customers.
Passion for Cloud Technology: A genuine passion for cloud technology is necessary, along with a constant desire to learn about the technical aspects of the CloudM product suite. This enthusiasm will drive continuous improvement and innovation in customer support and engagement.
Building Customer Relationships: Candidates should have experience building strong customer relationships at a technical level. This includes understanding customer needs, providing technical guidance, and establishing trust as a reliable advisor.
International Experience: Experience working with international customers and communicating remotely is preferred. The ability to effectively engage with customers across different time zones and cultural backgrounds is crucial for success in this role.
Empathetic and Positive Attitude: Candidates should possess an empathetic, positive attitude with a genuine desire to help customers reach their goals. Empathy and positivity are essential for building rapport with customers and fostering long-term relationships.
Results-Driven Mentality: A results-driven mentality, coupled with a bias for speed and action, is important for driving Customer Success and achieving business objectives. Candidates should be proactive in identifying opportunities and taking decisive action to deliver results.
Desirable Skills
Experience of GSuite Administration
Experience of Microsoft 365 Administration
Experience of using SalesForce
Experience of using Excel or Sheets to create automated dashboard reports
Degree or equivalent in Computer Science or a related subject
CloudM Culture:
We are a company consisting of old hands and new faces, all with a passion for technology’s power to simplify. We are developers, designers, marketers and innovators.
We are constantly trying new things, and sometimes getting it wrong. Which is good, as innovation never came from perfection. We work quickly to keep pace with the industry we’re in. We’re proactive, not reactive, and have been that way since day one. We want to have the answers when our customers ask us questions.
CloudM is a remote-first organisation. This means we are not limited to one geographical location. We are committed to attracting and developing a diverse workforce, seeing individual differences as opportunities for innovation and growth. Our company is about culture-add, not culture-fit.
Our DE&I (Diversity, Equity and Inclusion) strategy is ingrained in everything we do here at CloudM. From recruitment and employee engagement to our EVP (Employee Value Proposition). We use gender bias decoders to check our job listings are inclusive and post on LGBTQ+ and neurodiverse job boards for our recruitment. Our EVP includes flexible working hours (we believe flexible working should be the norm, not the exception), generous family leave pay (commonly known as maternity/paternity/adoption leave), EAP (Employee Assistance Program) and mental health first aiders. All of this helps with our team’s work-life balance, removing barriers to childcare or caring for relatives and pets. Our team can do the school run or even go to the gym in the middle of the day. We are trying to build a culture of flexibility and inclusivity for the long term.
What CloudM can offer you:
- Private healthcare including dental and optical care
- Company contributed pension (matched up to 5%)
- Unlimited paid holiday
- Flexible working - we ask that you work during core hours (10-4) to help with collaboration, but outside of that you can work when suits you
- 10 paid sick days
- Death in service, 4 times your annual salary
- Employee Assistance Program (EAP)
- Cycle to work scheme
- Tech scheme (Salary sacrifice, CloudM can loan you up to £1,000.00 for tech equipment)
- Paid certifications and qualifications
- Birthdays off
- Financial wellbeing advisor
- Opportunity to develop within a fast-growing tech business with an ambitious year-on-year growth trajectory
- Market-leading parental leave policies
- Various wellbeing initiatives ️
- Exclusive access to discounts & rewards programs, including Gym membership
- High-spec equipment (laptops, phones, etc.)
- Working from home equipment budget
Location:
Remote-based role. However, within commutable distance to Manchester would be desirable for the odd team-building activity / meeting.
Environmental & Social Responsibility:
Our business strives to progress our industry as a whole and are using the B Corporation framework to continuously build on how we can treat our employees, community and environment with respect.
We expect that all of our employees play their part in our social progression plans, whether that’s leading the environmental board, playing a part in the DEI community, participating in a charity support day or simply just following our advice on buying locally and considering the environment when booking a hotel or restaurant. Every bit counts.
Apply Now:
If you are interested in joining one of our teams, get in touch today!
Please send an email including your CV to careers@cloudm.io
