Customer Success Manager

3 days ago

London UK, UK, United Kingdom Meshh, a Limelight Platform Full time

About Meshh:

Meshh is a cutting-edge spatial analytics company that provides innovative data-driven solutions to help businesses understand and leverage location-based data. Its solutions combine advanced technology with actionable insights, enabling our clients to make informed decisions and drive meaningful results. Meshh is seeking a passionate and detail-oriented Customer Success Manager to join its dynamic team and ensure its clients achieve success with its products and services.


Role Overview:

As a Customer Success Manager, you will play a pivotal role in ensuring our clients have a smooth and successful journey with our company from onboarding to ongoing support. You will be responsible for guiding clients through product setup, training, and implementation, as well as managing hardware delivery, data analysis, and reporting. In addition, you will collaborate closely with the Operations Manager to provide top-tier service, review Meshh standard contracts, and ensure client satisfaction at all stages of the customer lifecycle.

You will also contribute to the development of training materials for both clients and internal team members to ensure consistent and effective knowledge sharing across the business. This is a highly visible and cross-functional role where attention to detail, client-facing skills, and technical knowledge will be key.


The role is London based – Hybrid, in office 3 days a week with occasional travel and reports to the Operations Manager.


Key Responsibilities:

Client Onboarding & Training:

  • Lead the onboarding process for new clients, ensuring a smooth transition from sales to implementation.
  • Provide comprehensive training to clients on the use of our spatial analytics tools and software.
  • Assist clients with initial product setup and configuration to ensure alignment with their business needs and objectives.
  • Create and update client-specific training materials, ensuring they are clear, engaging, and easy to follow.


Project Support & Delivery:

  • Work closely with clients to understand project requirements and ensure the successful delivery of spatial analytics solutions.
  • Provide ongoing support throughout the project lifecycle, troubleshooting any issues and ensuring customer satisfaction.


Hardware Delivery & Setup:

  • Coordinate the delivery and setup of hardware devices (if applicable) required for client projects.
  • Assist clients with hardware installation and troubleshooting during the setup process.


Reporting & Data Analysis:

  • Support clients with data analysis and reporting using our spatial analytics tools, providing insights and recommendations based on their specific needs.
  • Help clients interpret data outputs and integrate these insights into their decision-making processes.


Contract & T&C Review:

  • Monitor contract renewal dates and assist in persuading clients to renew those contracts.
  • Review and ensure accuracy of client contracts on Meshh standard terms and conditions (Meshh Standard T&Cs), working closely with the legal team to ensure compliance.
  • Act as a point of contact for any contractual questions or issues relating to Meshh standard terms and conditions (Meshh Standard T&Cs) that may arise throughout the customer journey liaising with the legal team as needed to ensure responses are correct and commercially viable.


HubSpot & Microsoft Office Tools:

  • Utilize HubSpot CRM to manage customer accounts, track customer interactions, and maintain up-to-date records.
  • Leverage Microsoft Office tools (Word, Excel, PowerPoint, etc.) to create reports, presentations, and documentation for clients and internal teams.


Creating Training Materials:

  • Develop and maintain clear and engaging training materials for both clients and internal teams.
  • Work closely with product and technical teams to ensure training content is accurate and up-to-date with product features and best practices.
  • Support the delivery of internal training sessions to ensure the team stays informed and equipped to assist clients effectively.


Client Relationship Management:

  • Build and maintain strong, long-lasting relationships with clients, becoming their trusted advisor for all things related to spatial analytics.
  • Regularly check in with clients to ensure their needs are met and identify opportunities for further engagement or product adoption.


Travel & Event Participation:

  • Occasionally travel for client meetings, training sessions, and industry events to enhance customer relationships and represent the company.


Skills & Qualifications:

  • Experience: 2+ years in a customer-facing role, preferably in customer success, account management, or technical support within a SaaS or analytics company.
  • Technical Expertise: Strong understanding of spatial analytics or geospatial technologies is a plus. Comfort with data analysis and reporting is essential.
  • Attention to Detail: Exceptional attention to detail, particularly in reviewing contracts, terms and conditions, and project documentation.
  • Communication: Strong verbal and written communication skills with the ability to explain complex concepts in a clear, accessible manner to both technical and non-technical stakeholders.
  • Training & Documentation: Experience in creating training materials, user guides, or documentation to support client education and internal knowledge sharing.
  • CRM & Tools Proficiency: Experience using HubSpot CRM is a plus, along with proficiency in Microsoft Office tools (Excel, PowerPoint, Word, etc.).
  • Customer-Centric: A passion for delivering excellent customer service, building relationships, and ensuring client satisfaction.
  • Problem-Solving: Ability to troubleshoot issues, think critically, and resolve challenges quickly and effectively.
  • Organized & Self-Motivated: Ability to manage multiple clients and projects simultaneously while maintaining a high level of accuracy and organization.
  • Travel: Willingness to travel occasionally for client meetings, events, and training.


Why Join Meshh?

  • Innovative Industry: Work in the exciting field of spatial analytics, where data and technology come together to shape the future of decision-making.
  • Collaborative Culture: Be part of a supportive and dynamic team where your contributions will make a real impact.
  • Growth Opportunities: We are a growing company that values professional development and offers opportunities for career advancement.
  • Competitive Salary & Benefits: Receive a competitive salary along with benefits and a flexible working environment.


If you’re passionate about customer success, technology, and problem-solving, and you're looking for an opportunity to grow in a fast-paced, innovative company, we’d love to hear from you

  • No Agencies Please.

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