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Customer Success Manager

3 months ago

Bracknell, United Kingdom iHasco Full time

We are iHasco. We're the go-to experts in top-notch Health and Safety and HR Compliance eLearning. Quality, creativity, and simplicity are our core strengths. With a track record of 15 million+ training sessions over 15 years, we're not just growing; we're skyrocketing. Join us now and lead the charge in our high-octane Commercial Sales team.


We are part of the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.


Why this is an AMAZING opportunity?

We are excited to announce the launch of our first-ever Client Success department at iHasco This new initiative is a testament to our dedication to delivering exceptional support and value to our clients.


At iHasco, we believe in empowering our team and creating an environment free from bureaucracy and micro-management. Our Client Success department will embody these values, ensuring our clients receive the highest level of service and support as we continue to innovate and lead in Health and Safety and HR Compliance eLearning.


Join us as we take this exciting step forward, reaffirming our commitment to quality, creativity, and simplicity. With the backing of the Citation Group, we're poised to reach new heights and provide an unparalleled client experience.


The role

As a Customer Success Manager (CSM) at iHasco, you will oversee our current customers with the goal of ensuring high adoption, retention, and expanding our share of the wallet. Your proactive approach will help clients maximise their utilisation of iHasco and Citation services, fostering long-term relationships and driving growth.


Key Responsibilities

Customer Relationship Management

  • Maintain and develop a diverse customer portfolio.
  • Serve as the main point of contact, ensuring customers understand the value of our LMS and utilise it effectively.
  • Establish and manage regular communication with customers to maintain strong relationships.
  • Provide empathy and understanding to build lasting relationships with customers.

Customer Success Planning

  • Create success plans for customers that outline their critical success factors, metrics for success, and potential issues.
  • Identify and address any issues that could impact customer satisfaction.
  • Implement 'get well plans' for accounts in poor health.

Performance Tracking and Reporting

  • Forecast churn, contraction, and growth within the customer portfolio.
  • Manage all notes and updates in the CRM and customer platform tools to ensure company-wide visibility.
  • Leverage customer relationships for prospect references, including case studies.

Best Practices and Optimisation

  • Implement best practices with clients to ensure optimal utilisation of the software.
  • Control communication to keep customers informed of process changes and new product features.
  • Proactively consult and oversee customer activity to recommend training and enablement best practices.

Internal Collaboration and Efficiency

  • Maintain good relations with other teams, fostering a collaborative working environment.
  • Assist in identifying and qualifying cross-sell and upsell opportunities to meet growth targets.
  • Implement internal initiatives to drive efficiencies within the Customer Success team.
  • Provide effective solutions to customer success questions raised by customers and colleagues.


About you and your background

The skills and attributes below, we believe are crucial for our brand-new Customer Success Manager role to ensure exceptional client satisfaction, drive adoption and retention, and support the dynamic growth and success of iHasco's innovative eLearning solutions.


  • Business Acumen: Drives results and delivers value.
  • Attention to Detail: Ensures high quality and accuracy.
  • Communication Skills: Effective in conveying ideas and building relationships.
  • Problem-Solving: Keeps operations efficient and smooth.
  • Multi-Tasking: Adapts to customer needs quickly and efficiently.
  • Analytical Ability: Informed decision-making through data analysis.
  • Reasoning Skills: Solves unique problems effectively.
  • Customer Focus: Builds loyalty through empathy and strong communication.
  • Collaborative: Works well under pressure and in team settings.
  • Organisational Skills: Manages time and meets deadlines effectively.
  • Technical Simplification: Explains complex solutions in plain English.
  • Negotiation: Finds beneficial solutions and strengthens partnerships.
  • Self-Starter: Confidently works independently or in a team.
  • Time Management: Consistently meets goals and deadlines.
  • Adaptability: Maintains productivity and positivity in changing environments


What you get from us

From your birthday off work (in addition to a generous annual leave and bank holiday entitlement of 33 days) to wellbeing support and a health cash plan, to recognition and incentives, and continuous learning and development, we invest in you holistically.


We believe work should be fulfilling and enjoyable, so together, we create an environment where you can thrive. You will be surrounded by passionate colleagues who care deeply about our mission and have a true sense of purpose. We will challenge and grow you continuously—you will never find yourself clock-watching with us. We trust you, rely on you, and care about your well-being.