Customer Success & Retention Manager

Customer Success & Retention Manager sought for 9-month contract responsible for driving retention and customer growth across a global customer base, primarily consists of accountants, sole traders and small businesses.

Located in superb offices in central London, hybrid with 3 days a week in the office.

Responsibilities

* Drive and deliver net new retention programmes which leverage digital platform capabilities and human assisted interactions

* Develop programmes which deliver robust relationships with all customers, fostering trust and loyalty.

* Further embed their use of AI, data, and propensity models to develop proactive intervention capabilities that prevent customer churn

* Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives

* Programme manage the implementation of programmes working with global peers and stakeholders

Skills

* You have a minimum of 4 years experience and a track record of exceeding retention and revenue targets in the Customer Success space

* Strategic thinker with strong business acumen

* Data driven – able to quantify ROI, articulate impact and identify focus areas for continuous improvement

* Confident communicator - you will have excellent written and verbal communication skills

Benefits

* Long contract

* Hybrid

* Free breakfast on site
Only candidates based in UK and eligible to work in UK are allowed