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CSM Manager
3 months ago
We're looking for our next Customer Success Manager to join our growing London team Reporting to the Head of Enterprise Customer Success, as the Customer Success Manager will drive value, feature adoption, customer retention and strategic expansion across an Enterprise book of business.
You will work cross-functionally across departments to achieve personal and team objectives, be responsible for churn and contraction targets and have the opportunity to travelMinimise Churn:
Respond to CSOps data to understand customer health and engagement that negatively impacts customer health score
Respond to CSOps/billing reporting to deflect churn
Collaborate with Digital CSM to create meaningful in app engagements for their book of business
Sync with Support as a point of customer escalation and query resolution
Develop a consultative partnership with top tier accounts to identify growth opportunities and align product use to deliver defined ROI for customers
Respond to CSOps data to uncover expansion and growth opportunities
Respond directly to Support queries from customers requiring package upgrades for additional feature inclusion Delight customers through their human interactions impacting NPS/CSAT
Own a subset of customers: 'Own' a book of business that covers Mid-High and Enterprise customers Use reporting dashboards across Gainsight to communicate risks and opportunities to the business
Use reporting dashboards to prioritise personalised outreach to customers
Travel 10-15% of time to customer sites to drive relationship strength, momentum towards screen deployment and uncover strategic alignment for Return on Investment
Working with our CSops to provide feedback to help improve process for the day to day responsibilities of ScreenCloud's CSMs
Helping with the documentation of processes as we scale to help our CSMs and wider departments have a point of reference.
Collaborating with the senior Customer Success department members to help define data which is used to measure customer health and CSM performance.
Previous experience working within a Customer Success functionYou are proactive, able to multi-task across multiple priorities and are keen to find creative solutions to customer pain points
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