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Senior Customer Success Manager

2 months ago

London, Greater London, United Kingdom Purlos Full time
Job Overview

Purlos is seeking an experienced and motivated Customer Success Team Lead to join our growing organisation. The successful candidate will be responsible for leading and developing a team of Customer Success Managers, implementing effective processes, and contributing directly to client success as a player-coach.

Key Responsibilities
  1. Team Leadership: Lead and manage a team of Customer Success Managers, providing mentorship, guidance, and performance management.
  2. Client Retention and Growth: Drive client retention and revenue expansion through strategic upselling and cross-selling initiatives.
  3. Process Development: Develop, implement, and optimise customer success processes, embedding them into team workflows within HubSpot.
  4. Performance Metrics: Measure and report on team performance metrics to senior leadership.
  5. Key Account Management: Manage a portfolio of key accounts, serving as a player-coach to demonstrate best practices to team members.
  6. Data Analysis: Analyse customer data and feedback to identify trends, opportunities, and areas for improvement.
  7. Team KPIs: Set and monitor team KPIs, ensuring alignment with overall business objectives.
  8. Escalation Point: Act as an escalation point for complex customer issues and high-priority accounts.
  9. Cross-Functional Collaboration: Collaborate with cross-functional teams (Sales, Product, Support) to ensure seamless customer experiences.
  10. Team Meetings and Culture: Facilitate regular team meetings and foster a culture of continuous improvement.
Requirements
  1. Experience: 3+ years of experience in Customer Success or Account Management roles.
  2. Leadership Experience: 1+ years of team leadership experience.
  3. Track Record: Proven track record of increasing client retention rates and driving revenue expansion.
  4. Process Implementation: Experience in implementing and optimising customer success processes within CRM systems (particularly HubSpot).
  5. SaaS Business Model: Strong understanding of SaaS business models and customer lifecycle management.
  6. Communication and Interpersonal Skills: Excellent communication and interpersonal skills.
  7. Customer Relationships: Proven ability to build and maintain strong customer relationships.
  8. Analytical Mindset: Analytical mindset with the ability to interpret data and derive actionable insights.
  9. CRM Experience: Experience with CRM systems (e.g., HubSpot, Salesforce) and customer success tools.
  10. Education: Bachelor's degree or equivalent experience in a relevant field.
Benefits
  1. Competitive Salary: Competitive salary based on experience.
  2. Performance-Based Bonuses: Performance-based bonuses.
  3. Annual Leave and Bank Holidays: 25 days annual leave + bank holidays.
  4. Private Health Insurance: Private health insurance.
  5. Pension Scheme: Pension scheme.
  6. Professional Development Opportunities: Professional development opportunities.
  7. Flexible Working Arrangements: Flexible working arrangements.
About the Company

Purlos is an innovative EdTech company committed to revolutionising the education sector through cutting-edge solutions.