Customer Success Manager

3 weeks ago

Liverpool, United Kingdom SnooprID Ltd Full time

About The Company:

My client is a leading SaaS provider dedicated to delivering innovative cyber solutions that empowers both upper Mid-Market & Enterprise customers to achieve their goals. They pride themselves on a strategic and customer-centric approach, striving to foster long-lasting partnerships with their Tier one International base of customers. As they continue to expand their presence in Europe, they are looking for a scaling and ambitious Customer Success Manager to join their dynamic team in Europe, being based remotely out of the UK.


Job Overview:

As a commercial and technically orientated "Enterprise" Customer Success Manager, you will play a pivotal role in ensuring clients derive maximum value from their solutions. You will be responsible for building strong relationships with key stakeholders (typically Senior Management), driving product adoption, and identifying opportunities for growth and enhancement within a base of Enterprise accounts throughout Europe. This role requires a blend of strategic account management, technical alignment, a consultative (relationship led) customer centric approach, business development and exceptional interpersonal skills.


Key Responsibilities:

  • Strategic Account Manager:

Develop and maintain strong relationships with key stakeholders (up to and including the C-Suite) across various Enterprise accounts, serving as the primary point of contact and advisor for customer engagements.

  • Onboarding and Adoption:

Lead the ongoing CS process for new and expansion clients per above, ensuring a seamless transition and optimal product utilisation. Monitor customer engagement to promote product adoption and usage.

  • Ongoing Planning:

Collaborate with customers to understand their business objectives and align solutions to meet their needs, crafting tailored success plans that drive measurable outcomes.

  • Proactive Support:

Provide technical ongoing support and guidance, addressing client concerns and challenges promptly and identifying and mitigating risks to ensure greater customer satisfaction.

  • Data Analysis and Reporting:

Analyse customer data and usage metrics to identify trends, insights, and opportunities for improvement, presenting findings and recommendations to clients to drive continuous growth & adoption.

  • Cross-Functional Collaboration:

Work closely with Solutions Architects, sales, product, and marketing teams to communicate customer feedback being an SME and technical advocate for product enhancements, and contribute to the overall customer experience.

  • Renewals and Upsells:

Support the renewal process and identify opportunities for upselling additional solutions or features that align with client goals.


Qualifications:

  • Bachelor’s degree in a related IT field or business.
  • 8+ years of experience in Enterprise level Customer Success & Strategic Account Management within the Enterprise B2B (SaaS) Software Development Lifecycle/Application Security/CyberTech/DevSecOps/ALM industry.
  • Ability to converse on technical matters at a 1st line level.
  • Proven track record of managing Enterprise customer relationships and driving product adoption, managing a book of business of $4M-$5M ARR+ and deal values of $100K+.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels (engaging and charismatic).
  • Self-motivated, driven, energetic and able to work independently in a remote environment within the UK and across Europe as this is a scaling SaaS business.
  • Proficiency in CRM tools and customer success platforms.
  • Must be either a British national or have full right-to-work (ILR) status in the UK (no sponsorship required).
  • European languages a real bonus (German/Spanish or French in particular)


What they offer:

  • Competitive salary up to £100K base (max) and 20%-25% bonus plus potential for stock.
  • Flexible working hours and a remote-first culture.
  • Opportunities for professional development and career growth.
  • A supportive, collaborative and inclusive team environment.
  • Benefits package including pension, health insurance, life plans, and more.


How to Apply:

If you are passionate about customer success/technical account management and eager to help clients thrive, I would love to hear from you Interested candidates are invited to submit their CV detailing their relevant experience to; paul@snooprid.com.


Unfortunately unrelated/non-relevant experience & CV's will not be responded to so please read the job description carefully before submitting your details. Thank you.


My client is an equal opportunity employer and celebrates diversity and are committed to creating an inclusive environment for all employees.

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