Customer Success Manager

As our new Customer Success Manager you will be responsible for ensuring that our customers have the optimal experience of our platform, see its long term value and ensure we are positioned as strategic partners. You will be responsible for boosting customer happiness and retention while increasing revenue generation through renewals, up-sells and expansion.

Your role will be to ensure our customers are seeing maximum value from their investment in our hiring skills platform. You will partner with our customers to plan and ensure a successful onboarding, maintain strong user engagement, demonstrate value/impact and communicate best practices for their business.

Alongside our account management team, you will be responsible for ensuring our large customers renew and grow, by delivering on a successful project plan to ensure their success.

We’re looking for an exceptional, driven, strategically focused person who has a desire to impact the Company and make their mark on our growing and maturing Customer Success team.

• Independently manage an account portfolio of 25+ accounts with a total value of € 1.5-2.5M ARR, maximising retention & growth
• Understand customer needs and strategic priorities.
• Develop and implement customer success plans (i.e. translate business objectives into actionable success plans, tailored to the customer's organisation, bandwidth & resources)
• Demonstrate new features and content to your customers and project manage their timely rollout
• Identify and mitigate risks of customer churn by addressing concerns early and proactively throughout the customer life cycle and ultimately position your accounts for continued growth.
• Effectively lead activities such as: Regular customer engagements, Quarterly Business Reviews (which are rooted in business knowledge & data driven), Executive Business Engagements, Engagement Campaigns, Success Planning & Value led conversations to drive skill advancement for each of your customers with your Account Manager.
• Build strategic relationships with customers and be comfortable being the authority on all things SocialTalent.
• Demonstrate consultative skills to work and partner effectively and provide consultation & support to customers leveraging best practices, tips, and strategies to maximise adoption of online learning & engagement of SocialTalent
• Be a true standout colleague, partner with sales, marketing, engineering and product and support teams to deliver outstanding customer experiences
• Develop and share standard processes with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Be the voice of our customers internally to inform our sales process, product improvements and marketing strategies.
• Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within your customer portfolio
• Collaborate closely with leadership to continuously advance the way we deliver the best customer experience to our customers

• At least 3 years of experience in a CSM role (or similar, eg. Account Manager) managing large, global enterprise accounts

• You are a strong relationship builder, with expert communication, presentation and influencing skills 

• You are a systems-thinker with the ability to strategically align with your customers and coach them to realise value

• You have the ability to manage a range of customers and work as part of a team

• You are adept in prioritisation & time management, and highly comfortable using data & insights to inform your decision-making

• You have a working knowledge of Organisational Change & Project Management best practices 

• A background in Learning & Development would be beneficial

• Experience with Salesforce.com preferred