Customer Success Manager

2 weeks ago

England, United Kingdom Acrotrix Full time

Client Success Manager


📍 Location: Remote (with occasional days in Watford offices - if living in the UK)

📆 Type: Part-Time Contractor

⌛ Hours: Flexible - Minimum 15 hrs/week

📈 Reporting to: CEO


About Acrotrix

At Acrotrix, we’re more than just acrobatics; we’re a family of passionate educators and teachers. We provide top-tier teacher training for the dance & performing arts industry, while also offering engaging acrobatics classes for children in select cities. From equipment to apparel, we’re a one-stop-shop for all things acro.


Position Overview

The Client Success Manager is a dedicated professional focused on fostering and enhancing relationships with our existing clients. This role is crucial for ensuring client satisfaction, driving client engagement, and maximizing LTV. The ideal candidate will excel in building long-term relationships, enhancing client experiences, and ensuring that clients achieve their desired outcomes through our products and services.


Key Responsibilities


Client Relationship Management
  • Develop and maintain strong, long-lasting relationships with existing clients to ensure their satisfaction and loyalty.
  • Serve as the primary point of contact for clients, addressing their needs and concerns promptly and effectively.
  • Conduct regular check-ins with clients to understand their goals and how Acrotrix can support them.
Client Success and Retention
  • Monitor client usage and engagement with our products and services, identifying opportunities for increased adoption and value realization.
  • Implement strategies to enhance client satisfaction, leading to higher NPS scores.
  • Proactively identify opportunities for upselling and cross-selling additional products and services to existing clients.
Reporting and Data Analysis:
  • Track and report on key metrics related to client success, including NPS scores, client retention rates, and LTV.
  • Analyze client data to identify trends, areas for improvement, and opportunities for growth.
  • Prepare regular reports for the CEO and other stakeholders, highlighting client success achievements, challenges, and strategic recommendations.
  • Use data-driven insights to refine and enhance client success strategies and initiatives.
  • Implement and utilize client success software and tools to manage client relationships and track progress effectively.
Product Knowledge and Advocacy
  • Maintain a deep understanding of Acrotrix’s offerings and stay informed about industry trends and developments.
  • Act as an advocate for clients within Acrotrix, ensuring their needs and feedback are communicated to relevant teams.
  • Educate clients on new features and updates, ensuring they are fully leveraging our offerings.
Collaboration
  • Collaborate closely with the marketing, product, and customer service teams to ensure a seamless and positive client experience.
  • Provide feedback and insights from clients to help shape future products and services.
  • Work with the sales team to ensure a smooth transition from sales to client success.
Continuous Improvement:
  • Stay updated with the latest trends and best practices in client success and account management.
  • Participate in relevant workshops, courses, and seminars to continually enhance knowledge and skills.


Ideal CandidateExperience
  • Previous experience in client success, account management, or a related field, preferably within children’s activities sectors or service industries.
  • Demonstrated success in managing client relationships and driving client satisfaction.


Educational Requirements:
  • US: Minimum high school diploma, some college preferred.
  • UK: GCSEs with grades 9-5 (A*-C)
  • Higher Education preferred
Skills
  • Exceptional interpersonal and communication skills with the ability to build strong relationships.
  • Strong organizational abilities and attention to detail.
  • Proficiency in Microsoft Office or Google Suite.
  • Familiarity with ChatGPT/AI models is a plus.
Character
  • A genuine passion for connecting with people and ensuring their success.
  • Self-motivated, proactive, and results-driven individual.
  • Comfortable working in a dynamic and fast-paced environment.
  • A true team player with a positive attitude and willingness to contribute to the success of Acrotrix.
Remuneration

Base Salary: £750 per calendar month. (you are responsible for your Self Assessment Tax)

Commissions: Commissions added on for exceptional performance

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