Customer Success Manager
3 weeks ago
Role Overview:
The Customer Success Manager plays a critical role in the customer team, reporting to the Head of Onboarding and Customer Success. This position requires a proven track record in start-up/scale-up environments, with a focus on onboarding and supporting product adoption within the existing account base.
Key Performance Indicators (KPIs):
Sales and Customer Metrics:
- Time to Value/Go Live
- Churn Rate
- CSAT / NPS
- Customer Health Score
Key Responsibilities:
- Deliver onboarding to new customers and ongoing training in line with service agreements.
- Work closely with Key Account Managers to share account risks or opportunities identified.
- Identify and action opportunities for proactive outreach where there are indicators for account risks and opportunities.
- Responsible for the sign off and management of delivery time frames for the Client Assessment and Deployment Profiles, ensuring they fit in with agreed KPIs and contractual agreements.
- Responsible for the coordination of internal teams across the business to deliver professional services on time and within budget.
- Demonstrated success as a Customer Success Manager.
This role offers a dynamic, flexible, and fun scale-up work environment, with benefits including 26 days of holiday per year, private medical coverage, and a pension scheme with up to 6% matching contribution.
Flexible & Hybrid Working Locations:
Work in a way that's best for you, whether that is in the office or not. We have a mandatory in-office Town Hall day each spring and autumn, and when you visit the office, you'll meet colleagues on walking pads, planning sessions over a game of tennis table, or grabbing bean bags in our "Quality" collaborative space.
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