Senior Customer Success Strategist

3 weeks ago

Birmingham, Birmingham, United Kingdom SCC Full time

Contract Type: Permanent

Salary Package: Competitive plus car/car allowance, extensive company benefits, a comprehensive flexible benefits scheme, and paid volunteering days each year.

Working Hours: am – pm Monday – Friday. We also provide the opportunity for a Core Hours arrangement (role-specific), allowing flexibility to accommodate personal needs.

Interview Process: -stage process.

Why SCC?

  • An inclusive workplace
  • Excellent package: solid base salary and company benefits
  • Hybrid working & core hours aligned with role requirements
  • Career development and lifelong learning opportunities
  • Opportunity to join Europe's largest privately-owned IT Company

Role Purpose:

A successful Customer Success Manager (CSM) acts as both a sales and support professional. They focus not only on acquiring new accounts but also on nurturing relationships to expand existing customer accounts and resolve their challenges. This position aims to bridge our sales and customer support teams. As the primary liaison for designated accounts, you will provide essential post-launch support, collaborating with technical teams to address any customer-raised issues. You will assess customer engagement levels and relay feedback to relevant teams for service enhancements.

This role will also encompass responsibilities for driving account growth within the assigned accounts.

Key Responsibilities:

  • Develop account plans and collaborate with technical teams to establish the service roadmap for strategic accounts. Lead regular business reviews with clients to highlight successes and identify necessary remedial actions to maintain customer satisfaction and enhance account retention prospects.
  • Respond to alerts, red flags, or indications of poor customer engagement. This may arise from direct customer inquiries regarding issues or critical overdue support tickets, or as a result of health checks that did not meet expectations. It is crucial that customers know you are available to assist them and resolve their issues, fostering strong relationships.
  • Customer renewals are essential for sustaining recurring revenue. Therefore, it is vital to follow up on renewals for the current quarter to prevent any last-minute surprises, particularly with long-term contracts approaching renewal. The relationships cultivated by CSMs, combined with periodic health checks (or business reviews), are critical.
  • Upselling, expansion, and upgrades are three primary avenues through which CSMs can drive growth. This approach also enhances the lifetime value of our customers. Your guidance throughout their journey will facilitate their problem-solving process.
  • Oversee the day-to-day management of the CSM team, ensuring clear objectives are established and monitored, while conducting regular performance reviews to confirm all team members meet expectations.

Skills and Experience:

  • Proven experience as a successful account manager or service delivery manager, with a strong track record in customer-facing roles.
  • Experience in managing services, stakeholders, and customer relationships.
  • Detail-oriented and organized.
  • Highly motivated and thrive in a fast-paced environment. Flexible approach, capable of effectively navigating uncertainty and change.
  • Able to work independently, autonomously, and take initiative.

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