Customer Success Manager
2 weeks ago
Do you have at least 3 years experience working as a Customer Success Manager (CSM) in a SaaS company?
Would you like to work with a company that provides the most complete and trusted view of global piracy, media consumption and demand?If so read on.
Here at MUSO we are looking for a Customer Success Manager (CSM) to come and join our team.
The CSM is responsible for the overall customer relationship post-sale, through onboarding, training, achievement of their business goals, product adoption to drive greater ROI and satisfaction, and onwards to renewal.
As a CSM you will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and stakeholders, developing an understanding of their business requirements and goals, and how they are using MUSO Protectand Discover.Your primary goal is to ensure that MUSO customers achieve their desired outcome and renew their subscription.
Customer Success is central to how we operate here at MUSO and the Customer Success Team works with our customers to build relationships, learn their business and ensure added value based on the customers’ goals.The Customer Success Team is new and MUSOis growing, so you will also work with the Head of Customer Success to optimise current workflows and processes, and recommend best practices.
You must be able to manage multiple customers and projects at once, serve as an advocate for customers' needs and represent MUSO with the utmost integrity.
Customer Success Manager Responsibilities
Another part of the role will be to increase and maintain customer CSAT and NPS scores, and nurture the customer into the customer reference program.This will also mean that you develop and maintain customer success plans, charting a path to the customer’sdesired outcomes from working with MUSO, leveraging comprehensive understanding of MUSO's products, identifying expansion opportunities where appropriate.
Being able to identify and assess renewal risks for customers’ licence subscriptions and collaborate with internal teams to remedy, plus negotiate and secure renewals and upsell for assigned accounts.
About our Company:
MUSO is a data company that provides the most complete and trusted view of global piracy media consumption and demand. MUSO’s unrivalled datasets measure a vast high intent audience that is not influenced by licensing restrictions or platform bias. We workwith digital rights-holders across the Film, TV, Music, Publishing and Software sectors, providing them with data and services that help protect their content from piracy, understand the piracy audience and connect with the piracy audience via marketing.
**Some of out Benefits**
EMI Share Scheme - participation in our tax efficient options scheme
Health - private healthcare plan plus cash back account for health and dental
Life Insurance
Pension - NEST
Holidays - 25 days per year, additional 1 day extra for every year of service
Additional Perks - Birthday day off, work from home, cycle to work scheme, day off for charity work
**Salary**: £40,000-£50,000
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