Senior Customer Success Manager
2 weeks ago
We are looking for an intelligent and energetic Senior Customer Success Manager to join our growing CS team.
Responsibilities
- Act as a consultant to some of our highest-tier customers; conducting onboarding sessions, user training, building CSPs and preparing & presenting success metrics in Executive Reviews.
- Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap.
- Consistently monitoring customer health & engagement. Proactively identifying churn risk and engaging internal stakeholders.
- Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision-makers, and influence leaders to drive change across the organisation.
- Proactively triage technical and non-technical queries and identify solutions with efficiency.
- Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values.
- Act as the voice of the customer internally and work closely with the Product team to help them prioritise the roadmap.
- Communicate product deliverables and timelines to customers.
- Work collaboratively with the commercial and technical teams to find the best product solutions.
- Work with the other CSMs, founders and commercial teams on strategic topics e.g., market trends & competitor analysis
Requirements
- You have at least 2 years of relevant experience in Customer Success in a B2B SaaS company, and prior experience in customer-facing roles
- You confidently manage complex enterprise customers, involving six-figure ACVs and engagement at senior levels.
- You have a proven track record of identifying at-risk customers and driving complex resolution plans.
- You are a speedy learner with the ability to grasp new technologies, product features & processes quickly and use that knowledge to educate your customers.
- You are a good time manager & well-practised at prioritization, maximizing both your own time and that for others.
- You have clear and accurate verbal and written communication skills.
- You have strong attention to detail, with experience managing multiple complex work streams at once.
- You are confident, high energy and personable with proven success of building relationships.
- You have proven success in managing cross-sells, upsells and renewals without assistance.
- You have robust analytical and problem-solving skills.
- You’re a “do-er”, excited to make a difference and are passionate about delivering exceptional customer experiences.
What we offer in return
- 27 days holiday (24 days + 3 days when we close over Christmas)
- Hybrid working with two days a week from our dog-friendly Shoreditch office
- Enhanced maternity/paternity cover
- Learning & development culture – £500 personal annual budget
- Plugged into the best VC communities in Europe
- Lots of team socials & activities
- Annual team retreat
Xelix Behaviours
- Be Productive– we work with a sense of urgency and take pride in moving quickly
- Be Proactive– we are forward-thinking and take the initiative.
- Keep Improving– we believe direct feedback is the key to continual self-development
- Be Collaborative– We do our best work in a relaxed, authentic environment where everyone has a voice.
Xelix is an enterprise SaaS company offering an AI-powered Control Centre for Accounts Payable teams . We work with some of the largest global companies to automate and enhance their financial control processes.
We built Xelix to take the pain out of four core AP processes: overpayment and fraud prevention, vendor statement reconciliation, master vendor data cleansing and AP/P2P reporting. Xelix is easy-to-use, cloud-based and flexible, making it suitable for large organisations across all sectors. We pride ourselves on providing 10/10 customer support and love to co-develop functionality with customers. See our customer reviews here:
Xelix has raised £6m in Seed and Series A funding from VC investors Fintop Capital, Passion Capital and Localglobe, as well as seasoned angels such as Paul Forster (founder of indeed.com ) and Simon Burke (ex-CEO of Virgin).
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