Customer Success Manager

5 days ago

Birmingham, Birmingham, United Kingdom SCC Full time

Role Purpose:

A Customer Success Manager at SCC will be responsible for expanding customer accounts and solving their problems. This role aims to unify our sales and customer support teams, serving as the primary contact for post-go-live support and collaborating with the technical team to troubleshoot any issues raised by customers.

This role will also be responsible for account growth activities across the named accounts, including preparing account plans, working with the technical teams to agree the service roadmap, and leading the process for regular business reviews with the client.

Key Responsibilities:

  • Prepare account plans and work with the technical teams to agree the service roadmap for strategic accounts.
  • Support or response to any alerts, red flags, or poor 'health' (engagement). This could be directly from a customer reaching out about an issue or any critical or overdue customer support ticket.
  • Customer renewals are what keep the recurring revenue recurring. It's as simple as that. Therefore, it is vitally important to follow up on the current quarter's renewals to avoid any last-minute surprises.
  • Upsell, expansion, and upgrades are three core ways in which Customer Success Managers can drive growth. It is also the best way to increase the lifetime value of our customers.
  • Day-to-day management of the CSM team, ensuring they have clear objectives in place and being tracked, and carrying-out regular performance reviews to ensure all team members are performing to expectation.

Skills and Experience:

  • Previous experience as a successful account manager or service delivery manager, with a proven track record of working in a customer-facing role.
  • Experience working with - and managing – services, stakeholders, and customers.
  • Detail-oriented and organised.
  • Highly motivated and enjoy a fast-paced environment. Flexible approach, able to operate effectively with uncertainty and change.
  • Able to work independently, autonomously, and take initiative.

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