CSM Manager

1 month ago

London, United Kingdom Hyperexponential Ltd Full time

Customer Success @ hyperexponential
With a rapidly expanding customer base, we're scaling our Customer Success team to ensure every customer receives the exceptional support they deserve. You'll collaborate closely with our Customer Success Lead and cross-functional teams, including Sales, Product, and Learning & Education, to ensure our customers receive unparalleled support and guidance.
In this role, you'll take the lead as the go-to expert on our customer service portal, working hand-in-hand with product managers to drive enhancements and improvements. Relentlessly focus on ensuring the customer relationship is as healthy as possible with a view to the next renewal, however far away that might be.
Stress test potential risks to the renewal with key internal account stakeholders, agreeing on strategies and activities which are designed to minimise those risks.
Use Account Plans as a focal point to discuss renewal account goals, and agree the approach on how we open the conversation and get the ball rolling with the customer
Understand and articulate the customer's executive priorities, business objectives and related initiatives where our platform and services can have an impact
Work with our Services team and help facilitate strategic and creative problem solving to provide best practices, innovative solutions and drive end-user adoption
Drive customer relationships that build advocacy in the form of indirect revenue growth (i.e., case studies, sales references, industry analyst references, software reviews, NPS, etc.)
Understand the customers’ journey and Success Path so far, then continue to proactively work with the rest of the Customer team on how adoption can be maximised in the future
Empower our customers to be internal ambassadors for Renew and the Services team, and drive growth across the customer organisation as a result
Deep-dive into our internal usage dataset, understand how to interpret and analyse the data and proactively focus on adoption gaps to ensure these are addressed as quickly and effectively as possible
Work closely with our Learning team to feedback on new content required to help drive additional adoption based on feedback and experience from customer engagements
Identify areas in which we can increase value to our customers through the software and services we offer
Use account planning sessions to cover whitespace, where there are opportunities to grow a customer, always thinking about how this will add tangible value and help solve business challenges
Discuss and consult how we can add value directly with the customer, using your existing knowledge of their business and by bringing in hyperexponential experts to help flesh out how it can work for that customer
Lead internal and external account planning; Present new opportunities, services opportunities and high-level roadmap vision to customers
Leverage technology and internal tools to identify potential risk and address escalations and issues as needed
Partner with internal teams to share customer feedback and ensure delivery of all commitments and projects
Review and analyse your initial customer portfolio and playback initial assessment of each - the current account health, any identified risks to renewals, opportunities for additional adoption and growth, and any extra activities you think we should action for each
Take ownership of QBRs and Account Plans for your customers (as well as any other customer-facing sessions) initially reviewing both, then updating and building on the initial content, and arranging appropriate meetings
Account Plans - an internal document detailing our goals and strategy for each account, ensuring we have a solid strategy for an upcoming renewal, any growth opportunities and exec sponsor next steps
Organisation & planning - as meetings and customer engagements can come all at once sometimes, it’s important to be able to scale up effectively and manage a high workload at times
Analytical skills - when understanding adoption and other customer health drivers, data is key. Commercial acumen - while you will be primarily focused on the health of the customer and the value they are seeing, both retention and opportunities to add further value through the software and services we provide, will involve the need for some commercial discussions and an understanding on what a good deal looks like
This also covers the wider role - including internal datasets, future customer strategy and planning
Proactivity - a world-class CSM is always thinking ahead, and identifying potential roadblocks and risks to customer relationships before anyone else, so we can have a better chance of nipping them in the bud. 2+ years account management experience in customer-facing role; Passion and aptitude for technology and business transformation
~ Strong organisational, time-management and prioritisation skills
~ Creative self-starter; Keen analytical skills and ability to gauge and anticipate trends using data
~ Exposure to SaaS contracts and involvement in some basic commercial discussions
~ Bonus points for an interest in Insurance or specifically how technology is disrupting the Insurance world

Competitive salary + share options
~£5,000 for individual and group training and conference budget
~25 days’ holiday plus 8 bank holiday days (33 in total)
~ Company pension scheme via Penfold
~ Individual wellbeing allowance via Juno
~ Private healthcare insurance through AXA
~ Regular remote & in-person hackathons, lunch & learns, socials and games nights
~ Team breakfasts and lunches, snacks, drinks fridge, fun office @ The Ministry
~ Diversity @ hx
We are committed to diversity and equal opportunity. We’re a talented and high-energy, but low-ego and kind team who believes that the more inclusive we are, the better our work and culture is.

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