Senior Customer Success Manager

4 weeks ago

London, Greater London, United Kingdom Law Business Research Full time
Unlock Customer Success with Law Business Research

At Law Business Research, we're committed to delivering exceptional customer experiences that drive growth and satisfaction. As a Senior Customer Success Executive, you'll play a key role in our Market Intelligence Go To Market division, working closely with our established Customer Success team to onboard and train subscribers to Lexology Intelligence.

Key responsibilities include developing customer relationships that promote retention, improving customer lifetime value, and reducing churn. You'll work collaboratively with colleagues in Sales, Account Management, and Product to drive customer engagement with our products. Strong Customer Success has a direct impact on retention rates and renewals, and you'll work with our Account Managers and Business Development Teams to improve our renewal rates by volume and value.

Key Responsibilities
  • Onboard new clients and gain an understanding of each customer's business objectives and expectations of the product.
  • Act as the main point of contact for the portfolio of clients you are allocated.
  • Responsible for delivering high-quality client training programs.
  • Management and delivery of the product's reporting for the client.
  • Support the Account Managers throughout the renewal cycle.
  • Respond to client queries as and when raised, in a timely fashion.
  • Achieve the highest possible levels of client satisfaction.
  • Gain regular client feedback to aid the product development process.
  • Update the group CRM system with Customer Success activities to ensure the CRM accurately reflects your activity at all times.
  • Attend conferences and conduct face-to-face client meetings where appropriate.
  • Develop a good understanding of the key markets we operate in.

Requirements
  • Experience working in a Customer Success role in a subscription business.
  • Able to develop relationships and rapport quickly.
  • Energised by working collaboratively to evolve and optimise customer experience.
  • A problem solver, self-motivated and driven.
  • A clear communicator, comfortable communicating with stakeholders at all levels on the phone, video call, and by email.
  • Interested in learning - curious, and comfortable asking questions.
  • Empathetic, able to connect with customers in a genuine way.
  • A solid teammate - able to work independently or collaborate as appropriate.

Benefits
Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:
Start of employment:
  • Eye Care
  • Employee Assistance Programme
  • A day off for your birthday
After 3 months employment:
  • Pension (4% employer contribution and 4% employee contribution)
  • Cycle to Work scheme
  • Season ticket loan
  • £350 annual wellbeing allowance to contribute to gym membership & fitness classes
After 4 months and 1 year's service:
  • Life assurance after 4 months
  • Private healthcare after 1 year's service
Additional Perks:
  • Company socials e.g., Christmas and Summer parties
  • Access to Employee Affinity Networks
  • Mentoring scheme
  • Volunteering Day
  • Mortgage Advice

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