Senior Customer Success Manager

1 week ago

London Area, United Kingdom HERDSEARCH - Follow your people Full time

Senior Customer Success Manager

London | AI - Machine Learning - Automation SaaS startup

Hyper Growth - Series B


Why should you apply?


I am looking for an experienced Senior Customer Success Manager to work with some of the largest and most complex customers to help them successfully embed some super sexy tech into the innovative and world-leading AI applications that they are building.


You will be their number two, coming in to a very new team helping build processes, establish the the overall CS function as well as help shape the the future structure.


Working closely with the Sales, Growth and Engineering teams, and reporting directly to the co-founders, the ideal individual is someone with a track record of making customers successful with complex technology while consistently meeting and over achieving targets.


AI, Automation, Video, Camera Vision, Machine Learning / Vision would be the kind of tech you would be working with or a history of speaking with developers around need would be very beneficial.


You could be a great fit if you have


  • 3+ years working in enterprise customer success, account management, professional consulting, professional services for a SaaS company, or similar. Perhaps looking after between 20-80 accounts overall.
  • A passion for helping solve customer problems.
  • Able to demonstrate product and technical acumen, with the ability to learn quickly and apply product knowledge appropriately to customer pain points.
  • An ability to take initiative, work independently and get things done
  • Excellent communication and interpersonal skills, with attention to detail
  • Have a passion for startups, digital transformation and AI and machine learning.


As our Customer Success Manager


You will be responsible for owning the full customer journey and life-cycle post sales and ensuring customers gain maximum value from the software in every aspect of their day to day operations. We are looking for resilient and confident individuals to bring the CS function to the next level.


You will bring your personal experiences to the team, our clients value input and are always welcome to learn new and better ways of doing things.


You will have technical curiosity coupled with a desire or current understanding of the specific industry such as Machine Learning, AI, Machine or Camera Vision. A powerful mindset with a nurturing head to find solutions and create clarity.


You will love to be logical and methodical in your approach to the customer success mission, able to manage accounts to drive product intimacy, identify additional revenue opportunities, minimise churn and drive customer satisfaction.



What will you do?


Strategic Lifecycle Success Mapping - Be able to effectively translate customer business cases into a measurable and attainable value roadmap. Ability to review, revise and adapt a success roadmap based on customer's changing circumstances or requirements.


Customer Facing Experience - You have extensive customer facing experience, especially with Enterprise customers


Effective Change Management - Be able to assess customer's change management needs, provide guidance and support. Able to co-design and implement activities and initiatives aimed at change management facilitation. Internally can drive change initiatives aimed at process improvement/customer outcomes.


Superior Project Management - Be able to identify, initiate, and drive project initiatives against defined success criteria.


Active Listening and Versatile Communication - Be able to communicate in a timely manner with clarity and purpose. Skilled at anticipating questions/issues and proactively addressing them. Understands the importance of visible communication and information sharing where relevant. Applicable to both customer and internal communication.


Passionate Product Knowledge - Be able to contextually demonstrate the products key features and benefits. Understand the limitations of the product and can easily provide best practice related to user case or problem statements and also be able to present a product roadmap.


Diverse Industry Knowledge - Understands key drivers in customer's business model and wider, competitive landscape. Familiar and comfortable in discussing business performance against key business goals and kpis. Be able to Identify behavioural industry trends and pro-actively share tips and tutorials on how customers can adapt software to address trends using media content that will reach global audience (webinars etc)


In-depth Discovery & Process Mapping - Able to identify the need for discovery. Runs and documents discovery in a structured and robust way, pulling relevant resources where necessary. Performs process mapping aimed at understanding the 'as is' as well as potential product improvements. Runs process mapping in such a way to get the most out of it - can easily identify adoption or growth opportunities, as well as risks.


Versatile Stakeholder Engagement - Able to engage internal and customer stakeholders at different seniority levels in a meaningful and purposeful way with communication and engagement strategic in nature.




Herdsearch is a RESUH Brand, leading Partnership Consultants working with multiple start-ups and established product teams for scale and leadership.

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