Customer Services Manager

3 weeks ago

London, United Kingdom Muso Full time

Here at MUSO we are looking for a Customer Success Manager (CSM) to come and join our newly formed team.

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.

**Customer Success Manager Duties**:
They will also own and manage a key strategic partner relationship in Japan, understanding the partner’s business and assume leadership for growing the relationship.

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.

**Customer Success Manager Requirements**:

- Fluent in Business Japanese
- Experience with internet technologies and software as a service (SaaS)
- Passion for technology and for being a part of a fast-growing SaaS company
- Strong writing, presentation, and communication skills and grammatical proficiency, including the ability to chair meetings or host webinars
- Proven ability to engage across corporate functions (Sales, Marketing, Services, Product Management and Engineering)
- 3 years of experience in customer success/account management/consulting
- Experience in working with complex, multi-divisional, multi-geographical customers
- Ability to demonstrate objectivity, sound reasoning, and delivery of solutions in sometimes high-pressure situations
- Comfortable and confident in running executive system review meetings, engaging with C-level sponsors
- Understanding of customer success methodology, including NPS
- Proven track record in turning red accounts around through white glove approach and partnership with customer stakeholders
- Strong project management skills in terms of the ability to multitask, prioritise, set and meet deadlines
- Commercial experience (renewals and/or upselling)
- Bias for action

**Preferred Skills**:

- Prior experience managing relationships with broadcasters, content creators and distributors, and publishers
- Knowledge of piracy, online brand protection and/or legal domains
- Knowledge and or interest in manga
- Experience in start-up environment
- Knowledge or previous use of HubSpot

**Customer Success Manager Benefits**:

- EMI Scheme - participation in our tax efficient options scheme
- Health - private healthcare plan plus cash back account for health and dental
- Pension - 3% employer contribution
- Holidays - 25 days per year, additional 1 day for every year of service
- Additional Perks - Birthday off, work from home, cycle to work scheme, day off for charity work

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