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Customer Success Manager

2 months ago

Gerrards Cross, Buckinghamshire, United Kingdom Causeway Technologies Full time
About This Opportunity

Causeway Technologies is a leading software provider in the UK construction industry, and we're seeking a highly skilled Customer Success Manager to join our team. In this role, you'll be responsible for ensuring our customers achieve success with our platform, providing them with a world-class service experience that maximizes their investment and encourages contract renewals.

You'll manage a portfolio of accounts, maintain high-performance standards, and provide tailored support to meet individual customer needs. Additionally, you'll champion customer interests internally, leveraging your product and industry expertise to influence our product roadmap, sales strategies, and marketing efforts.

Key Responsibilities

  1. Meet individual and team retention goals for customer contracts, prioritizing long-term client satisfaction.
  2. Serve as the dedicated Customer Success Manager for assigned accounts, collaborating closely with Business Development Managers to devise effective engagement strategies.
  3. Spearhead initiatives to drive Customer Success outcomes, including reducing churn, boosting product adoption, driving license growth, elevating customer satisfaction, and bolstering overall health scores.
  4. Ensure seamless customer onboarding processes, managing installations and offering available training courses to enhance adoption within the critical first six months.
  5. Facilitate and lead regular customer review meetings to evaluate product adoption and strengthen client relationships.
  6. Proactively identify upsell opportunities, log leads in Salesforce, and maintain a high conversion rate.
  7. Provide support to fellow Account Managers in achieving team objectives related to contract retention, lead generation, and renewal.
  8. Champion process improvement endeavors, focusing on refining onboarding procedures for flawless execution.
  9. Ensure the accuracy and currency of company systems, including Salesforce Contacts and Freshdesk support tickets.
  10. Generate reports and conduct analyses of product usage to guide strategic decision-making.
Requirements

Essential Skills:

  • Experience in a Customer Success, Support, or Training environment, preferably within a SaaS provider.
  • Prior experience using Salesforce is preferred.
  • Previous CAD experience is desirable.
  • A proactive approach with a willingness to roll up your sleeves and get involved at all levels.

Customer Experience:

Our customer-centric approach is built on fostering positive relationships, instilling confidence, and satisfaction in every interaction. We value regular feedback to drive service improvement and embody passion, drive, and determination in achieving successful outcomes. We prioritize warm, effective communication and accurate responses to all queries, delivering exceptional customer experiences that encourage retention and referrals.

Competencies:

  • Customer Relationship Management: Ability to build trust-based relationships and understand client needs.
  • Strategic Thinking: Align customer success strategies with broader business goals.
  • Problem-Solving Skills: Identify challenges and develop innovative solutions in collaboration with teams.
  • Communication Skills: Excellent verbal and written communication for interacting with customers and internal stakeholders.
  • Empathy and Emotional Intelligence: Navigate difficult situations with professionalism and sensitivity.
  • Analytical Skills: Proficiency in analyzing customer data to track health and proactively address issues.
  • Product Knowledge: In-depth understanding of our products to guide customers effectively.
  • Team Collaboration: Work effectively with cross-functional teams to ensure a cohesive customer experience.
  • Continuous Learning: Stay updated on industry trends and best practices to enhance strategies.
  • Adaptability: Flexibility to adjust to changing customer needs and company priorities.