Customer Success Manager

Customer Success Manager

Job Description:

As a Customer Success Manager, you will be the primary point of contact for our clients, ensuring they derive maximum value from our products and services. You will work closely with customers to understand their needs, provide guidance, and facilitate solutions that drive customer satisfaction and loyalty.

Key Responsibilities:

• Develop and implement a Customer Success practice and mindset in the business through scalable processes
• Create a digital CSM structure which enables scale of engagement, onboarding and advocacy across a high volume of customers.
• Build and maintain strong relationships with managed customers, acting as their trusted advisor.
• Onboard new customers, ensuring a smooth transition and understanding of our products through scalable and repeatable processes.
• Conduct regular check-ins and business reviews to assess customer health and success.
• Identify upsell and cross-sell opportunities to enhance customer experience and drive revenue.
• Collaborate with internal teams, including Sales, Product, and Support, to address customer needs and concerns.
• Analyze customer data to uncover insights and recommend strategies for improvement.
• Develop and maintain customer success metrics and reporting.
• Educate customers on new product features and best practices to maximise their experience.
• Advocate for customers within the organisation, providing feedback on product enhancements and customer needs.
• Develop a deep understanding and knowledge of Xibo products and services. Proactively build a strong understanding of the competitor landscape and industry trends.

Required Skills:

• 4+ years of experience in customer success, account management.
• Strong communication and interpersonal skills with a focus on relationship-building.
• Problem-solving mindset with the ability to navigate complex customer challenges.
• Experience with CRM software and customer success tools (e.g., Salesforce, Hubspot etc).
• Ability to work independently and as part of a team in a fast-paced environment.
• Passion for helping customers succeed and a commitment to delivering outstanding service.
• Proven b2b CSM experience, ideally in SaaS, Digital Signage or Media/Advertising.
• Good understanding of and aptitude to learn digital signage technologies
• Strong technical skills and acumen, with the ability to easily convey in customer centric language

About Xibo:

Over the last 19 years Xibo has grown to become a global leader in the Digital Signage industry. We provide digital signage solutions to over 57,000 businesses across 186 countries worldwide, with more than 400,000 displays using Xibo. Our solution set has expanded greatly to include the core Xibo CMS and players across Android, Linux, Tizen, webOS and Windows as well as our Cloud hosting solution and custom Design and Development offerings. Not to forget our Xibo Advertising functionality: the Ad Campaigns Feature and our SSP Connector, offering integrations with world leading DOOH SSP's. Plus our Audience Reporting Connector to further enhance and maximise the performance of Xibo Ad Campaigns.

The Xibo team is small, but perfectly formed. We believe in "giving your best from where you are" with our team members working remotely. We have a relaxed, "just be you" work approach and value the beautiful diversity of our team. We encourage an inclusive, collaborative approach.

Key Area Sales / Customer Success Management

Role details:

This is a remote position, where candidates can work from home. The candidate would be expected to have a reasonable provision for working at home. A workstation/laptop and phone will be provided as appropriate. You will be expected to travel as the business reasonably requires, including bi-yearly in-person company meetings.

Find out more about us and Xibo on

Job Type: Permanent

Location: Remote - with requirement to travel

Salary range: £38,000 - £42,000

Schedule:

• Monday to Friday
• 8am - 4.30pm
• Occasional travel as required by the business, including to customer meetings, company and industry events

Job Types: Full-time, Permanent

Pay: Up to £42,000.00 per year

Benefits:

• Company pension
• Work from home

Application question(s):

• Confirm you have read and understand the pay range for this role.

Experience:

• Customer Success: 4 years (required)
• SaaS or digital signage Customer Success: 3 years (required)

Work Location: Remote