Customer Success Team Lead

6 months ago

Gerrards Cross, United Kingdom Causeway Technologies Full time

**Customer Success Team Lead**

**_
Do you want to help shape software that affects thousands of lives?_**

**Who are we?**

We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle.

If you are looking to build an exceptional career with an award-winning company you’ve come to the right place. Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.

We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business.

**The Role**

You will be fanatical about our customers’ success as the main focus of this role is to ensure our customers receive a world class service from the moment they subscribe to our platform - that they get the best from their investment and therefore will be more likely to renew their contract, purchase additional functionality and be a positive advocate for Causeway.

You will be one of the primary customer-facing figureheads in the business, taking personal responsibility for a portfolio of accounts and demonstrating a high standard of performance.

You will be a customer champion within our business, demonstrating product and industry expertise and contributing to the product roadmap and our sales and marketing strategy. You will have a passion for continuous improvements, always striving to use technology, automation, and standardisation to increase impact and effectiveness. You understand the value that is derived from setting objectives, measuring performance, and analysing data. These are the key philosophies that will let us scale as rapidly as our ambition demands.

**Responsibilities**
- Achieving individual and team retention targets for customer contracts, ensuring long-term client satisfaction.
- Acting as the Customer Success Manager for designated accounts, collaborating with Business Development Managers to create effective engagement plans.
- Driving Customer Success outcomes by reducing churn, increasing product adoption, enhancing customer satisfaction, and contributing to overall health scores.
- Ensuring timely customer onboarding, including comprehensive training for new users.
- Handling difficult escalations and crisis situations with professionalism and efficiency.
- Negotiating contract renewals in alignment with the bundling pricing strategy.
- Scheduling and chairing regular customer review meetings to assess and enhance client relationships.
- Identifying upsell opportunities, logging leads within Salesforce, and maintaining a successful conversion rate.
- Conducting product demonstrations for both internal and external audiences.
- Supporting fellow Customer Success Managers in achieving team objectives related to contract retention, leads, and renewal.
- Initiating and driving process improvement initiatives, particularly focusing on a flawless onboarding process.
- Leading special projects to boost customer engagement or improve team effectiveness.
- Ensuring the company's systems are up to date, including Salesforce Contacts and Freshdesk support tickets.
- Preparing reports and providing analysis of product usage to inform strategic decisions.
- Compiling loss reports (Customer Journey) for canceled contracts to identify areas for improvement

**Customer Experience**:
Our customer-centric approach is founded on fostering positive relationships, striving to instill confidence and satisfaction in every interaction. We actively seek and value regular feedback to drive ongoing service improvement. Our team embodies passion, drive, and determination, ensuring a commitment to achieving successful outcomes for our customers. Communication is executed warmly and effectively, prioritizing accurate responses to all queries. We take pride in consistently delivering exceptional customer experiences, not only to encourage retention but also to foster a culture of referrals that speaks to the quality and reliability of our services.

**The essentials we need from you**:

- You will have 5+ years’ experience of working in a Customer Success environment for a SAAS provider (or similar)
- Prior experience of using Salesforce would be preferable
- Willingness to roll up your sleeves and get stuck in

**What you get from us**:
If you're looking to build an exceptional career with an award-winning company you’ve come to the right place. We believe everyone at Causeway has a vital role to play in our success. Causeway is fuelle

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