Strategic Customer Success Manager

1 month ago

Devon, United Kingdom ISL Talent Full time
Strategic Customer Success Manager

Location: hybrid role (regular visits to London or Exeter office)

Salary: up to £75k

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 managing the day-to-day account to optimise adoption, alongside developing strategies and monitoring customer health to ensure success and retention.

Key Responsibilities:

  • Account Management: hands-on management of a portfolio of enterprise customers, with a focus on driving business value from onboarding through to renewal
  • Solutioning & problem solving: troubleshoot issues, guide & train customers to optimise 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: proactive, have a positive attitude to change, have a continuous improvement mindset, be flexible, always happy to go beyond your brief, enjoy working at pace and comfortable with ambiguity.

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