Manager, Enterprise Customer Success

2 weeks ago

London, United Kingdom Go1.com Full time

The Opportunity

Go1 is seeking a highly motivated and experienced Manager of Enterprise Customer Success to join our team in the EMEA region. As the Manager of Enterprise Customer Success, you will be responsible for leading a team of Customer Success Managers (CSMs) to ensure the successful adoption, retention, and growth of our enterprise clients. You will play a crucial role in driving customer satisfaction, building strong relationships with key stakeholders, and maximizing the value that our platform delivers to our enterprise customers along with delivering strong net revenue retention from the Enterprise customer segment.

What You’ll Achieve

  • Team Leadership: Lead, mentor, and develop a team of Customer Success Managers (CSMs) to deliver exceptional service and achieve customer success goals.
  • Customer Engagement: Build and maintain strong relationships with key stakeholders within enterprise accounts, including executives, learning and development leaders, and HR professionals.
  • Customer Onboarding: Oversee the onboarding process for enterprise clients, ensuring a seamless transition and successful implementation of the Go1 platform.
  • Account Management: Drive retention and expansion within existing accounts by understanding customer needs, identifying opportunities for upsell or cross-sell, and collaborating with sales teams to execute account growth strategies.
  • Customer Advocacy: Act as the voice of the customer within the organisation, advocating for customer needs, providing feedback to internal teams, and driving product improvements based on customer insights.
  • Performance Metrics: Define and track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, retention rates, upsell/cross-sell revenue, and renewal rates.
  • Process Improvement: Continuously assess and improve customer success processes, tools, and workflows to enhance efficiency and scalability.
  • Market Insights: Stay informed about industry trends, competitive landscape, and customer needs within the EMEA region, and leverage this knowledge to inform customer success strategies.

About you

  • 5+ years of experience in customer success, account management, or related roles, preferably within the SaaS or EdTech industry.
  • 2+ years of experience in a leadership or management position, with a proven track record of building and developing high-performing teams and an ability to motivate your team with relentless positivity.
  • Strong understanding of enterprise sales cycles and experience working with large, complex accounts.
  • Excellent communication, presentation, and interpersonal skills, with the ability to effectively engage with senior executives and decision-makers.
  • Analytical mindset with the ability to analyze data, draw insights, and make data-driven decisions.
  • Passion for driving customer success and delivering exceptional service.

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time.

While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don't exactly meet the criteria above.

#LI-REMOTE #LI-KQ

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