Customer Success Manager
2 weeks ago
At Causeway Technologies, we're seeking a skilled Customer Success Manager to join our team. As a Customer Success Manager, you'll play a vital role in ensuring our customers in the UK achieve success from the moment they subscribe to our platform.
Your primary responsibility will be to serve as the frontline advocate, delivering a world-class service experience that maximizes customer investment, encourages contract renewals, promotes additional functionality adoption, and fosters positive advocacy for Causeway.
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:
- Meet individual and team retention goals for customer contracts, prioritizing long-term client satisfaction.
- Serve as the dedicated Customer Success Manager for assigned accounts, collaborating closely with Business Development Managers to devise effective engagement strategies.
- Spearhead initiatives to drive Customer Success outcomes, including reducing churn, boosting product adoption, driving license growth, elevating customer satisfaction, and bolstering overall health scores.
- Ensure seamless customer onboarding processes, managing installations and offering available training courses to enhance adoption within the critical first six months.
- Facilitate and lead regular customer review meetings to evaluate product adoption and strengthen client relationships.
- Proactively identify upsell opportunities, log leads in Salesforce, and maintain a high conversion rate.
- Provide support to fellow Account Managers in achieving team objectives related to contract retention, lead generation, and renewal.
- Champion process improvement endeavors, focusing on refining onboarding procedures for flawless execution.
- Ensure the accuracy and currency of company systems, including Salesforce Contacts and Freshdesk support tickets.
- Generate reports and conduct analyses of product usage to guide strategic decision-making.
Requirements:
- 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.
What We Offer:
- A competitive salary and benefits package.
- The opportunity to work with a leading construction software provider.
- A dynamic and supportive team environment.
- Professional development and growth opportunities.
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