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Customer Success Manager

1 month ago

Coventry, Coventry, United Kingdom B2BGateway Full time

Unlock your potential with a career at B2BGateway, where you can be part of a global team that fuels supply chain solutions. Discover how you can make a big impact as a Customer Success Manager.

As a Customer Success Manager, you will be the point of contact and nurture long-term relationships with our most prestigious customers while working closely with all operations teams. Your deep understanding of their business needs will enable you to provide strategic guidance and solutions that drive measurable outcomes. You will also mentor and guide your colleagues, sharing your expertise to enhance the overall effectiveness of our EMEA customer success team.

The primary responsibility of a Customer Success Manager is to build and maintain strong, long-term relationships with customers. The goal is to help customers derive maximum value from the product or service, leading to customer satisfaction, loyalty, and retention.

Experience with ChurnZero is a significant advantage, as it is a critical tool for this role. Your familiarity with ChurnZero will empower you to drive customer success more effectively, ensuring that we can deliver on our promise of maximizing customer value.

We're looking for a passionate and experienced Senior Customer Success Manager to join our EMEA team and help us take our customer relationships to the next level.

This role is ideal for someone who is passionate about delivering exceptional customer experiences and driving business growth.

Key Responsibilities:

  • Serve as the primary point of contact for a portfolio of high-value clients, ensuring their success and satisfaction with our products and services.
  • Develop and maintain strong, long-lasting relationships with key stakeholders, acting as a trusted advisor to help clients achieve their goals.
  • Proactively identify opportunities for clients to leverage our solutions, driving product adoption and utilization.
  • Collaborate closely with Sales, Product, and Support teams to deliver seamless customer experiences and resolve any issues that arise.
  • Analyze customer data to gain insights into usage patterns and potential areas for improvement, providing actionable recommendations to clients.
  • Lead customer success initiatives and contribute to the development of best practices that enhance customer engagement and satisfaction.
  • Mentor and coach junior CSMs, helping them develop their skills and advance their careers.

Qualifications/Requirements:

  • 5+ years of experience in customer success, account management, or a related role.
  • Proven track record of managing and growing key client relationships in a B2B environment.
  • Strong analytical skills, with the ability to translate data into actionable insights.
  • Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels.
  • Proactive, solution-oriented mindset with a passion for driving customer success.
  • Experience with ChurnZero is highly advantageous.
  • Willingsness and ability to travel as needed to meet with clients and attend industry events.
  • Based in the UK, preferably local to Manchester or Birmingham is a plus.
  • Experience in EDI is a plus.
  • Ability to speak German and/or Danish is a plus.