CSM Manager

1 month ago


United Kingdom Thyme Full time

About the job Are you motivated by creating and developing strong customer relationships, and by ensuring best-in-class adoption of software to enterprise-level customers on a global scale? We’re looking for an Enterprise Customer Success Manager to work with some of the world’s leading brands.

With a base in our London office, you will be responsible for developing and fostering relationships with key strategic enterprise customers, both pre and post-sales. The Enterprise Customer Success Manager should be a spirited customer advocate with engaging communication skills and experience working with enterprise-tier customers, being able to roll up their sleeves and ensure delivery is to a high standard and can be commercially minded when considering other opportunities they can help the Enterprise Sales team explore.

This is a remote role, however we have an office in Shoreditch, London.

Being responsible for an enterprise customer portfolio, advising them to maximise their value of using the platform and thereby ensure a high net retention rate and low gross churn rate of the customer portfolio
Forming strong relationships with enterprise customers to educate them on the value of our platform and gamification marketing, and ensure they are fully engaged and supported throughout the relationship
tracking customer progress on said goals and ensuring they are supported
Identifying cross-selling, up-selling, and expansion opportunities within own customer portfolio, and supporting colleagues with sparring on the same matter
Travelling on occasion to customer conferences (if needed)
Ensuring high data quality in the CRM system (Hubspot) and CSM system (Planhat)

The ability to understand the customers’ value drivers, revenue stream, financial accounts, and core business.
~ Great marketing knowledge and digital understanding is essential when advising customers on the use of gamification marketing in the digital space
~ but should take place strategically where we support the customers’ business goals.
~ Stakeholder management capabilities are needed to navigate in and understand the different layers of the customer’s organisation.


While we have grown quickly, our success is fueled by a work culture centred around what matters most to us: All the great people who make up our culture – and who make it all possible. Not just your performance but your well-being.


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