Customer Success Manager

Customer Success Manager

Newbury (onsite)

£30,000 + Bonus & Benefits

The successful candidate will be responsible for fostering strong relationships with both customers and partners and ensuring their satisfaction and retention. You’ll work closely with all customers and partners post-sale to ensure they achieve the desired outcomes from the client service, managing any issues, and identifying opportunities for upsell or cross-sell. The ideal candidate has strong communication skills, a customer-centric mindset, and the ability to manage multiple customer accounts effectively.

Skills Required:

• 2-5 years of experience in customer success, account management, or sales roles.
• Strong communication and interpersonal skills.
• Ability to manage multiple accounts simultaneously with attention to detail.
• Excellent problem-solving and conflict resolution abilities.
• Data-driven mindset, comfortable with analytics and reporting tools.
• Previous experience with - Salesforce and HubSpot
• Ability to work cross-functionally and collaborate with different departments.
• Desirable - Bachelor's degree in business, marketing, communications, or a related field.

Key Responsibilities:

• Build and maintain strong, long-term relationships with customers and partners.
• Act as the primary point of contact for customer queries and issues.
• Understand customer needs and ensure our service and products provide maximum value and satisfaction.
• Guide customers through the onboarding process and through to go live / contract start.
• Ensure proper adoption of the company's portals by providing training or support.
• Conduct demos and walkthroughs to help customers leverage all features.
• Monitor customer engagement and usage data to identify areas of improvement and proactively address potential churn / loss risks.
• Understand the customer health score and proactively work to both maintain and increase it.
• Regularly check in with customers to ensure their ongoing satisfaction and feedback internally.
• Work as the glue to bring all internal teams together for delivery to the customer and partner.
• Collaborate with the operations team to resolve any issues in a timely manner.
• Analyse customer health metrics (e.g. portal usage, engagement, service requests, renewal rates) to make data-driven decisions.
• Develop reports and dashboards to track customer success and identify trends or issues.
• Resolve any customer complaints or concerns in a timely and effective manner.
• Serve as a mediator between customers and internal teams when issues arise.
• Develop and implement customer success programs to ensure customers renew.
• Lead customer success campaigns and initiatives to enhance customer experience and retention.

Benefits Include:

• Competitive salary based on experience.
• Performance-based bonuses and commissions.
• 23 days holiday (3 gifted days to be used between Christmas & New Year).
• A smart/casual dress code
• Regular staff / social outings.