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Strategic Customer Success Manager

4 weeks ago

London, Greater London, United Kingdom The Insights Family Full time

We are seeking a talented Senior Customer Success Executive to join our team at The Insights Family.

The ideal candidate will be a customer-obsessed professional with a proven track record of delivering real business impact for their clients. They will possess excellent market research skills, with the ability to understand the application of market research and build a compelling story using data.

In this role, you will be responsible for leading the onboarding process for new clients, developing and maintaining strong relationships with key stakeholders, and providing expert-level support to resolve any issues or concerns. You will also work closely with our product and development teams to gather and relay customer feedback, contributing to the continuous improvement of our dataset and portal.

Key responsibilities include:

  • Client Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition by setting up products, training, and initial support.
  • Account Management: Develop and maintain strong relationships with key stakeholders, understanding their business goals and aligning our solutions to meet their needs.
  • Customer Support: Provide expert-level support to resolve any issues or concerns promptly, ensuring high levels of customer satisfaction.
  • Product Adoption: Proactively drive the adoption of our features and functionalities, guiding clients on best practices to leverage our solutions effectively.
  • Reneals and Upsells: Monitor account health and work towards renewal and expansion opportunities by identifying additional needs and recommending relevant upgrades or services.

The successful candidate will have three plus years' experience in a client-facing (account management or customer success) role, managing and leading a group of accounts. They will be commercially minded, able to assess business challenges from multiple angles, and present options to action. Additionally, they will possess flexibility to adapt to changing priorities and needs from both the business and clients.

We offer a competitive salary of £42,000 - £48,000 per annum, as well as a range of benefits including generous annual leave allowance, core office days, private healthcare, and more.