CSM Manager

4 weeks ago


United Kingdom ProperPlan Limited Full time

ProperPlan is a software company based in the Midlands, with a mission to empower overwhelmed, successful entrepreneurs to achieve business growth and personal success. We are a team with a track record of quality and our software startup is moving at a rapid pace. Are you a passionate, client-focused professional who thrives on building strong relationships and enhancing customer experiences? At ProperPlan, we are seeking a Customer Success Manager to ensure that our innovative platform delivers exceptional value to entrepreneurs and educators worldwide. Your role will be crucial in nurturing long-term customer relationships and driving success across our user base during a pivotal stage of our growth.
This is a full-time role, reporting directly to our CEO. The position requires a blend of remote work and in-person days, with our team located in the Solihull and Birmingham area. Typical hours are 9am-5pm, Monday-Friday, with occasional need for additional hours during launches or special events throughout the year. We are remote work for now, plans for a Birmingham office next year but it might happen sooner. This is not a short term position – we’re looking for someone exceptional to be a part of our startup for the long-haul.
As a Customer Success Manager at ProperPlan, you will be responsible for the complete customer lifecycle, ensuring that each user gains the maximum benefit from our SaaS platform. Your role will involve onboarding new users, supporting existing customers, and turning customer feedback into actionable insights for product improvement. This role requires a personable, empathetic individual with a strategic mindset, ready to enhance our customer success operations and drive retention and satisfaction.
Maintain ongoing relationships with existing customers, providing support and guidance to maximise their success with our platform.
Monitor customer health metrics, identify risk, and implement tailored success strategies.
Develop and refine customer success processes and workflows to scale with the growth of the business.
Create educational content and resources to aid customers in their journey with ProperPlan.
Organise and lead regular check-ins with key accounts to ensure continued satisfaction and identify upsell opportunities.
Proven experience in customer success, account management, or a similar role within a SaaS or tech startup environment.
Experience using customer success software and tools to monitor and enhance customer engagement.
Some flexibility for working hours with remote working options.
Opportunities for professional development and career progression.
Experience: Minimum of 3 years in a similar role supporting a fast-growth company, preferably within a tech or startup environment.
Join us on this exciting journey at ProperPlan and play a key role in shaping the future of project management for people worldwide


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