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Strategic Customer Success Manager

1 month ago

London, Greater London, United Kingdom SnooprID Ltd Full time
Job Description

Job Title: Strategic Customer Success Manager

Location: Remote (UK-based)

Company: SnooprID Ltd

About The Company:

SnooprID Ltd is a leading SaaS provider dedicated to delivering innovative cyber solutions that empower Enterprises to achieve their goals. They pride themselves on a strategic and customer-centric approach, striving to foster long-lasting partnerships with their Tier one International base of customers. As they continue to expand their presence in Europe, they are looking for a Strategic Customer Success Manager to join the dynamic team.

Job Overview:

As a Strategic Customer Success Manager, you will play a pivotal role in ensuring clients derive maximum value from their solutions. You will be responsible for building strong relationships with key stakeholders (typically Senior Management, Exec/C-Suite level, driving product adoption, and identifying opportunities for growth and enhancement within a base of 10/15 Enterprise accounts. This role requires a blend of strategic thinking, consultative project management, business development and exceptional interpersonal skills.

Key Responsibilities:

  • Customer Relationship Management:

Develop and maintain strong relationships with key stakeholders across various accounts, serving as the primary point of contact for strategic customer engagements.

  • Onboarding and Adoption:

Lead the ongoing CS process for new and expansion clients, ensuring a seamless transition and optimal product utilisation. Monitor customer engagement to promote product adoption and usage.

  • Strategic Planning:

Collaborate with customers to understand their business objectives and align solutions to meet their needs, crafting tailored success plans that drive measurable outcomes.

  • Proactive Support:

Provide ongoing support and guidance, addressing client concerns and challenges promptly and identifying and mitigating risks to ensure greater customer satisfaction.

  • Data Analysis and Reporting:

Analyse customer data and usage metrics to identify trends, insights, and opportunities for improvement, presenting findings and recommendations to clients to drive continuous growth & adoption.

  • Cross-Functional Collaboration:

Work closely with less experienced CSM's providing mentoring & coaching, engage with sales, product, and marketing teams to communicate customer feedback being an advocate for product enhancements, and contribute to the overall customer experience.

  • Renewals and Upsells:

Support the renewal process and identify opportunities for upselling additional solutions or features that align with client goals.

Qualifications:

  • Bachelor's degree in Business, Marketing, or a related field.
  • 8+ years of experience in Strategic Customer Success or Strategic Account Management within the Enterprise B2B SaaS industry.
  • Proven track record of managing large, Enterprise customer relationships and driving product adoption, managing a book of business of $5M ARR+.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
  • Self-motivated, driven, energetic and able to work independently in a remote environment within the UK.
  • Proficiency in CRM tools and customer success platforms.
  • Must be either a British national or have full right-to-work (ILR) status in the UK (no sponsorship required).

What they offer:

  • Competitive salary up to £120K base (max) and 20% bonus.
  • Flexible working hours and a remote-first culture.
  • Opportunities for professional development and career growth.
  • A supportive and inclusive team environment.
  • Benefits package including pension, health insurance, life plans, and more.

How to Apply:

Interested candidates are invited to submit their CV detailing their relevant experience to the company's HR department.

The company is an equal opportunity employer and celebrates diversity, committed to creating an inclusive environment for all employees.