Customer Success Manager Operations · Kisaco Research · Hybrid Remote

2 weeks ago

United Kingdom Kisaco Research Full time

Customer Success Manager

We are looking for a Customer Success Manager to join our high achieving customer success team at Kisaco Research. This is an excellent opportunity for an individual who enjoys building relationships with clients, has superb organisational skills and enjoys working as part of a great team. You will be a passionate individual with a can do attitude, determination to succeed and do the right thing for our clients. Kisaco Research is on an exciting journey to scale, this creates plenty of learning opportunities for our teams and plenty to do, whilst having fun

Key responsibilities

Client management

  • Working across a range of Kisaco Research portfolios you will project manage the successful delivery of client campaigns (events & media) acting as a bridge between the client and all internal stakeholders (marketing, product, event operations).
  • Serving a defined customer list, which you will retain upon renewal, managing their campaign to the agreed timeline, with an appropriate level of customer contact, and responding to their queries in a timely and professional fashion.
  • Increase customer renewals and their lifetime value by spotting opportunities for cross-sell and upsell and communicating them to the account managers.
  • Set and manage client expectations and provide regular reporting, updates and champagne moments to delight and exceed customer expectations.
  • Act as a trusted advisor to ensure our clients understand how to secure maximum value from working with Kisaco Research.
  • Be proactive with tackling issues, and when necessary raise with the Head of Customer Success.

Internal management

  • Support the Head of Customer Success to align the key internal stakeholders with the core customer success mission, secure their engagement, communicate what is required of them and deliver the frameworks in which they also should operate.
  • Deliver clear campaign briefs to the marketing teams so they can effectively execute campaigns designed to deliver on customer objectives.
  • Support the evolution of CS and uphold rules for client engagement for both the CS team and internal stakeholders.


The Ideal Candidate:

  • Proven B2B event and/or media experience working directly with customers
  • Experience of building and implementing customer focused processes
  • Strong IT skills, with the ability to pick up new systems quickly

Personal Characteristics:

  • Great attitude: proactive and energetic, enthusiastic and fun to work alongside, with a strong work ethic
  • Highly organised and structured planner with the ability to deliver projects on time
  • Outstanding people skills with the ability to develop relationships with a wide range of individuals
  • Excellent accuracy/attention to detail essential
  • Commercially aware
  • Able to remain calm under pressure in a fast-moving environment
  • A born problem solver
  • Excellent skills in diplomacy
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