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Client Success Strategist

2 months ago

Ilkley, Bradford, United Kingdom Elevation Recruitment Group Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team at Elevation Recruitment Group. As a key player in our customer-facing team, you will be responsible for ensuring clients derive maximum value from our SaaS solutions, leading to renewals, upsells, and overall customer satisfaction.

Key Responsibilities:
  • Develop and Maintain Strong Relationships: Foster and maintain strong relationships with key stakeholders at client companies, understanding their business needs and goals.
  • Onboard and Implement: Onboard new customers and guide them through the implementation process, ensuring a seamless transition to our SaaS solutions.
  • Regular Check-Ins and Feedback: Conduct regular check-ins with customers, ensuring they are leveraging our products effectively and providing feedback to our product and development teams.
  • Upsell and Cross-Sell Opportunities: Identify opportunities for upselling and cross-selling additional services and features, driving revenue growth and customer satisfaction.
  • Customer Health Metrics and Action Plans: Monitor customer health metrics and develop action plans to address any issues, ensuring customer success and retention.
  • Training and Support: Provide training, resources, and support to help customers maximise their success, ensuring they get the most out of our SaaS solutions.
  • Collaboration and Communication: Collaborate with sales, support, and marketing teams to enhance the overall customer experience, driving business growth and customer satisfaction.
  • Contract Renewals and Reviews: Lead customer reviews and manage contract renewals to ensure long-term satisfaction and retention, driving revenue growth and customer loyalty.
Requirements:
  • Proven Experience: Proven experience in a customer success, account management, or related role, preferably in a SaaS environment.
  • Strong Interpersonal and Communication Skills: Strong interpersonal and communication skills, with the ability to build rapport with clients and stakeholders.
  • Excellent Problem-Solving Skills: Excellent problem-solving skills and a proactive attitude toward identifying and addressing customer needs.
  • CRM and Customer Success Platforms: Experience with CRM systems and customer success platforms is a plus.
  • Results-Oriented Mindset: A results-oriented mindset with a focus on customer satisfaction and business growth.