Customer Success Manager

2 days ago

Devon, United Kingdom ISL Talent Full time
Customer Success Partner

Join ISL Talent as a Customer Success Partner and take on a key role in driving business value for our enterprise customers. As a trusted advisor, you will build strategic relationships with decision makers and end users, fostering customer advocacy and ensuring success, retention, and growth.

Key Responsibilities:
  • Account Management: Manage a portfolio of enterprise customers, driving business value from onboarding through to renewal.
  • Solutioning & Problem Solving: Troubleshoot issues, guide and train customers, identify process improvements, and product requirements.
  • Customer Health Management: Proactively monitor customer health, identify and mitigate potential risks to customer success and retention.
  • Strategic Relationships: Build trusted relationships with decision makers, influencers, and users, sharing market insights and building customer advocacy.
  • Strategy & Growth: Develop and execute strategic account plans, identify opportunities for growth and expansion aligned to business growth targets.
  • Continuous Improvement: Support projects and contribute to building our customer success function with a focus on scalability and continuous improvement.
Requirements:
  • Background in HR: Proven track record in building and maintaining strategic relationships with enterprise customers in a B2B SaaS environment.
  • Strategic Account Management: Hands-on knowledge of HR domains such as Compensation & Reward, Organisational Development, Learning & Development, and Recruitment.
  • Tech Savvy: An interest in how HR technology and machine learning can support HR processes, together with experience of using various Enterprise HR technologies.
  • Problem Solving Skills: The ability to understand complex problems and translate customer needs into actionable strategies.
  • Relationship Management Skills: Ability to engage with senior stakeholders and decision makers and foster deep, trusting relationships.
  • Communication Skills: Comfortable delivering presentations and writing communications to senior leaders.

To be successful with ISL Talent, you will be 'Start-up ready'. You are naturally proactive, have a positive attitude to change, have a continuous improvement mindset, are flexible, always happy to go beyond your brief, enjoy working at pace, and comfortable with ambiguity.

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