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Customer Success Manager

2 months ago

London, Greater London, United Kingdom Yoobic, Ltd. (Italy) Full time
Customer Success Manager

We are seeking a highly skilled Customer Success Manager to join our team at Yoobic, Ltd. (Italy). As a Customer Success Manager, you will be responsible for supporting our clients' adoption and continued success with our solution, ensuring renewals and potential upsell/cross-sell opportunities.

The ideal candidate will have a strong background in customer-facing roles, with experience in managing relationships with multiple stakeholders both internally and externally. You will be responsible for defining high-level account strategies with each of your enterprise and strategic customers, ensuring long-term adoption of our solution, satisfaction, and success.

Key Responsibilities:

  • Define high-level account strategies with each of your enterprise and strategic customers
  • Ensure overall health of your customers and define joint success plans reviewed at each executive business reviews with your customers' projects teams and executive sponsors
  • Identify and mitigate customer risk to achieve best-in-class retention rates on your portfolio
  • Act as a functional and strategic advisor to your customers and build strong relationships at every level of the customers' organizations
  • Identify opportunities for improvement, specifically ensuring optimal use of our solution and doing the day-to-day follow-up on client activity and operations
  • Take a proactive approach to client issue resolution
  • Develop a consultative relationship with each client and work in conjunction with Sales and Account Management providing solution planning support
  • Work closely with the Product teams to participate in the evolution of our app based on market requirements

Requirements:

  • Strong experience in a similar Customer Success/Client Relationship/Consulting position
  • Client-facing and people-oriented by nature
  • Experience in managing Renewals
  • Experience in managing relationships with multiple stakeholders both internally and externally
  • Strong analytical skills (data analysis, reports, KPIs/metrics, etc.)
  • Proactive, 'get things done' attitude
  • Able to learn fast and solve problems
  • Resourceful nature, with excellent interpersonal and communication skills
  • Ability to adapt and to work within an international environment
  • Intellectually curious, tenacious, and organized
  • Interest in start-ups and new technologies
  • Experience working with retail clients is a bonus
  • English (native speaker) language skills, additional European language is a plus

What We Offer:

  • 33 days annual leave (including bank holidays)
  • Scottish Widow Pension scheme
  • Vitality medical coverage - Including primary care, hospital care, and additional mental health coverage
  • Simplyhealth cash plan (includes dental and vision coverage)
  • Healthy Mind EAP
  • Short Term and Long Term disability coverage
  • Life Assurance
  • Critical Illness coverage
  • Enhanced parental leave
  • Team events including weekly breakfast, gourmet lunches, and lots of social events
  • Weekly free online HIIT sessions + gym discounts
  • Regular training and coaching to make you even better in your role