Customer Success Manager
3 weeks ago
**Customer Success Manager - SaaS**
**London**
**£50,000 - plus performance-based commission**
**Hybrid working**
Carter Murray have partnered with an industry challenging, progressive and innovative AI brand who are seeking to hire a Customer Success Manager to join their hardworking and successful Customer Success team in London.
To be successful in this role, you will ideally have experience of B2B SaaS and/or experience of working with branding within a consumer business facing role.
**The Role**
As a Customer Success Manager, you will be on the front line of a rapidly growing business, therefore, cross-functional collaboration is at the core of everything they do. You will work closely with a number of internal teams such as Product, Sales, Finance,Legal and business operations. Commercially you and the wider CS team will be responsible for Customer churn metrics and upselling metrics.
**Responsibilities**
- Be able to understand customers needs, goals, activities and timelines and be able to clearly demonstrate what they could achieve from using your software.
- Delivering onboarding and training to new customers and support their continuing immersion in the software, ensuring you as a brand are fully embedded into their organisation.
- Ensuring your customers are knowledgeable enough to use the platform to its maximum potential, allowing them to achieve their specific goals.
- Selling new products and features to customers to deliver extra value.
- Closely monitoring signals of churn and taking appropriate preventative actions.
- Funnelling customer feedback to the resolutions team so that as a brand, you can put processes and tools in place to improve overall service delivery.
**Skills, strengths and experiences**
- 1-2 years' experience working within Customer Success / Account Management in a SaaS business (Desirable)
- 1-2 years' experience working within Brand / Marketing (either agency or in-house)
- Experience in a customer-facing role with the ability to lead customer meetings.
- Negotiation skills and have the ability to have commercial conversations with clients.
**Personal attributes**
- Organised and detail-orientated
- Productive and willing to learn.
- Commercially minded
- Be an excellent communicator, with the ability to speak credibly at a technical level.
**Benefits**
- Company private medical scheme
- 25 days holiday & your birthday off
- Commitment to your well-being with subscriptions to wellness apps/websites.
- Hybrid working
- Company pension
- Company dental
The SR Group (UK) Limited is acting as an Employment Agency in relation to this vacancy.
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