Customer Success Manager
4 weeks ago
Kerridge Commercial Systems is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring new customers are onboarded effectively and with as little fuss as possible. Your focus and attention to detail will set them up for ongoing success with their subscription.
With our support, you will become a product expert in all things Klipboard for our customers, setting you off on your own success. You will become a trusted advisor during the initial onboarding phase and provide the appropriate assistance to ensure a foundation for their future success using Klipboard.
Key Responsibilities:
- Implement and build upon existing customer success processes, setting the foundations of future customer success at Klipboard.
- Guide and coach customers with proactive customer success processes
- Empathise with every aspect of the customer experience, putting customers' needs first
- Meet and exceed retention and overall customer satisfaction goals
- Become a trusted advisor with each assigned client to drive product adoption and ensure they are using Klipboard to achieve full business value.
- Manage onboarding process and online training sessions for assigned customers
- Conduct periodic customer health-checks.
- Prepare and educate customers on new features and releases.
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- Maintain the CRM with detailed knowledge of all assigned customers
- Maintain product expert knowledge on product features, advantages and benefits
Skills, Knowledge and Experience:
- 2 + years Customer success experience within a Software-as-a-Service (SaaS) business
- Proactive and a self-starter approach
- Strong problem-solving ability and great listening skills
- A firm understanding of customer success processes and objectives
- A demonstrable record of onboarding customers and providing software product training
- Excellent English verbal and written communication skills working in a professional environment.
How we partner with you:
- Flexible working - we're serious about life-work balance
- Competitive salary
- Team activities
- Coaching and constant support
- Thorough product and sales training to equip you with the tools to succeed
- The chance to be part of a rapidly scaling business
- That satisfying feeling knowing you've added real value
- Minimum of 28 days of holidays a year
- Pension contributions
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