Customer Success Manager

4 weeks ago

United Kingdom Keepme.ai Full time

Keepme is a smart automation platform that helps fitness operators increase their sales, improve their retention and maximize secondary spend. Keepme’s AI uses the customer's data to teach itself about their business. By building a custom model and scoring every member on their risk of leaving, Keepme provides a time window to take action with a suite of integrated engagement tools.

Our mission is to equip every operator with insights to help them keep more of their members, and therefore ultimately increase operator revenue. We are product-centric and customer-obsessed We are now looking for an experienced Customer Success Manager to look after our growing base of EMEA clients.

Why join:

  • You will be working for a well-funded, fast-growing company, with one of the most talked-about industry solutions;
  • Significant and meaningful responsibilities from Day 1; 
  • You will play a role in shaping the development of our products and develop your career in line with market success.

 

To be a successful Customer Success Manager at Keepme, you will:

  • Ensure customer success criteria are aligned with product capability in pre-sales;
  • “Own the customer” as the single point of contact, defining a success plan for implementation with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey;
  • Educate within the company on customer usage and results;
  • Own partner relationships that impact customer success such as with MMS providers;
  • Help foster a company-wide culture of Customer Success (CS);
  • Be consultative and build in-depth relationships and a complete understanding of customers’ business goals and objectives;
  • Provide coaching and education to improve adoption of the Keepme;
  • Identify, clearly communicate and manage risk throughout the year through proactive touch-points and taking the lead in developing resolution strategies;
  • Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and blogs;
  • Introduce and implement new products and features to your customers based on needs that you have uncovered in your strategic conversations;
  • Collaborate with internal stakeholders (Engineering, Dev, and Sales) to complete customer goals; be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers.

 

What it takes to work at Keepme:

  • 3 years of Customer Success experience in the Software as a Service industry;
  • The ability to take full ownership of accounts and proactively manage and grow them;
  • A problem-solver who loves to deliver high-quality support, someone who cares;
  • A positive and learner’s attitude that consistently demonstrates curiosity and flexibility; you have a growth mindset;
  • Ability to give and receive feedback in a constructive and positive manner; Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster partnership;
  • Familiarity with remote meeting tools as well as experience with remote and in-person meetings;
  • Computer skills including CRM experience, the ability to quickly learn company-specific tools;
  • The ability to troubleshoot a problem to its full extent before escalation;
  • Be passionate about Keepme, understand the outcomes of our products and its features delivered to customers' goals;
  • Ability to prioritize, multi-task, and perform effectively under pressure;
  • Comfortable with travel if required;
  • You enjoy the idea of working remotely within a global team.

 

Why you will like Keepme:

We believe we have a tool that will revolutionize member retention resulting in growth and stability for our customers, while they deliver better experiences to their own.

We invest in our people to provide them with the environment that allows them to not only deliver their potential but to develop and grow from both a career and personal perspective.

We value a culture of trust, collaboration, and respect by fostering open communication, a continuous cycle of feedback, and recognition. We know every team member brings unique values and aspirations. 

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