Strategic Customer Success Lead

1 month ago

London, Greater London, United Kingdom ISL Talent Full time £75,000
{"title": "Strategic Customer Success Manager", "description": "Drive Business Value and Customer Success

As a Strategic Customer Success Manager at ISL Talent, you will be responsible for managing a portfolio of enterprise customers, driving business value from onboarding through to renewal. You will be hands-on in managing the day-to-day account to optimize adoption, alongside developing strategies and monitoring customer health to ensure success and retention.

Key Responsibilities:

  • Account Management: Manage a portfolio of enterprise customers, focusing on driving business value from onboarding through to renewal.
  • Solutioning & Problem Solving: Troubleshoot issues, guide and train customers to optimize use of RoleMapper, identify process improvements and product requirements.
  • Managing Customer Health: Proactively monitor customer health, identify and mitigate potential risks to customer success and retention.
  • Building Strategic Relationships: Build trusted relationships with decision makers, influencers and users, sharing market insights and building customer advocacy.
  • Strategy & Growth: Develop and execute strategic account plans, identify opportunities for growth and expansion aligned to business growth targets.
  • Continuous Improvement: Support projects and contribute to helping to build our customer success function with a focus on scalability and continuous improvement.

Requirements:

  • Strategic Account Management: Proven track record in building and maintaining strategic relationships with enterprise customers in a B2B SaaS environment.
  • HR Domain Expertise: Hands-on knowledge of HR domains such as Compensation & Reward, Organisational Development, Learning & Development and Recruitment.
  • Tech Savvy: An interest in how HR technology and machine learning can support HR processes, together with experience of using various Enterprise HR technologies.
  • Great Problem Solving Skills: The ability to understand complex problems and translate customer needs into actionable strategies.
  • Excellent Relationship Management Skills: Ability to engage with senior stakeholders and decision makers and foster deep, trusting relationships.
  • Excellent Communication Skills: Comfortable delivering presentations and writing communications to senior leaders.

To be successful working with us, you will be 'Start-up ready'. You are naturally proactive, have a positive attitude to change; have a continuous improvement mindset, are flexible, always happy to go beyond your brief; enjoy working at pace and comfortable with ambiguity.

", "requirements": "Requirements

We are looking for a highly skilled and experienced Strategic Customer Success Manager to join our team. The ideal candidate will have a proven track record in building and maintaining strategic relationships with enterprise customers in a B2B SaaS environment.

The successful candidate will have hands-on knowledge of HR domains such as Compensation & Reward, Organisational Development, Learning & Development and Recruitment. They will also have an interest in how HR technology and machine learning can support HR processes, together with experience of using various Enterprise HR technologies.

The candidate will be able to understand complex problems and translate customer needs into actionable strategies. They will also be able to engage with senior stakeholders and decision makers and foster deep, trusting relationships.

Excellent communication skills are essential, as the candidate will be comfortable delivering presentations and writing communications to senior leaders.

", "company": "ISL Talent"}

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