Customer Success Manager

2 weeks ago

United Kingdom Undo Limited Full time

A new, exciting opportunity to join Undo’s Customer Success team with a focus on learning and development.

Undo is a fast-growing, exciting deep-tech company whose breakthrough technology is changing the way people develop software. The company is a small, intimate and highly-skilled team, and its products are used by many of the world’s most important technology companies. The technology is highly valuable but very complex, and is deployed in some of the world’s most complex software development environments. Customer retention and growth is excellent (gross revenue retention of 100%, net revenue retention of 130%) but careful management is required to achieve this success.

Purpose of this role

A Customer Success Manager is responsible for ensuring our strategic customers are delighted and successful using our products.

Responsibilities
  • Establish and maintain strong and long-lasting technical relationships within major enterprise accounts.
  • Drive a high level of customer satisfaction and customer retention through successful product use. (Daily/Weekly/Monthly Active Users and session counts as the KPIs.)
  • Create a success plan in partnership with your customer including onboarding, training, driving utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value.
  • Comply with best practice operating strategies and provide ideas and feedback to improve and enhance these.
  • Liaise with our technical team to support customers through the technical deployment phase all the way to quarterly reviews and annual renewals.
  • Deliver against the defined OKRs.
  • Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change.
  • Work closely with the Sales team to align on strategies, products, coverage plans, and account opportunities.
  • Work closely with the Product/Engineering team to provide product feedback and help craft changes to the product to enhance customer satisfaction and accelerate adoption.
  • Understand the customer journey, identify pain points and bottlenecks and find innovative ways to improve the customer’s overall experience.
  • Demonstrate ROI to customers and establish metrics to advise them on best practice and optimisation of the products.
  • Delivering training to end users and train the trainer programmes.
  • Ensuring that we have achieved “awareness coverage” across accounts
  • Note: This role will likely involve some overseas travel.
Skills/Experience
  • Project management experience in industries related to Software / Technology.
  • Previous customer-facing roles for example in sales engineering, sales support, professional services, field engineering, customer success or customer support.
  • Ability to manage multiple stakeholders both inside the customer and inside Undo, and to achieve your goals through others over whom you have no direct authority.
  • Enthusiastic and hungry to join a small and dynamic deep-tech company with great potential, help shape the customer success function and share ideas across the business to help drive growth.
  • Experience building and maintaining relationships whilst working to mitigate churn and drive adoption and renewals.
  • Comfortable in a start-up environment, we wear many hats and move quickly.

It is imperative that you are able to understand our products to allow you to meaningfully talk about them internally and with customers. Experience supporting software engineers as end users is a must. Past software development experience would be very helpful. This however is not a technical role: You will have direct access to a dedicated highly-skilled engineering team to achieve technical goals.

Term

Permanent

Location

Cambridge, UK (hybrid with at least 1 day per week in the office).

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