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Customer Success Manager

3 months ago

England, UK, United Kingdom Thyme Tech Full time

Customer Success Manager | SaaS | Remote, England


About Us


We are are working with a dedicated social enterprise committed to ensuring every child has the chance to achieve their full potential. Since their founding they have been reducing the disparity in school readiness across the UK. Their goal is to empower families to provide the best possible start for their children, enhancing health and education outcomes for all.


Position Overview


They are looking for a proactive Customer Success Manager to join their small, remote team. You will support local authority clients (public sector B2B/B2G) from their initial engagement through their entire customer journey, ensuring they become active and satisfied users of their services.

Under the guidance of the Head of Marketing & Partnerships, your primary responsibilities will include fostering client loyalty, maintaining strong client relationships, identifying upsell opportunities, and acting as a trusted advisor to local authorities.


Key Duties


  • Act as the main point of contact for clients, understanding the needs of various stakeholders.
  • Confidently deliver online training sessions to groups of 15-20.
  • Build and sustain strong relationships with key stakeholders in local authorities and related health and education teams.
  • Provide strategic guidance to clients to ensure they maximise the benefits of their products/services.
  • Lead new client onboarding, ensuring smooth implementation of our solutions.
  • Develop and optimise the client implementation playbook and related guidance.
  • Utilise automation and best practices to enhance efficiency in client management.
  • Work with internal teams to tailor solutions for complex client needs.
  • Train clients and stakeholders to facilitate product/service adoption.
  • Monitor client accounts to identify upselling opportunities.
  • Conduct regular check-ins to assess client satisfaction and address any issues.
  • Use HubSpot CRM to document developments and support needs.
  • Advocate for client needs within the organisation.
  • Create feedback loops to drive continuous improvement.
  • Assist the Marketing team in creating customer case studies, success stories, and testimonials.
  • Participate in industry events to promote our solutions and showcase client success.
  • Manage the online support desk, addressing client, practitioner, and user queries.
  • Oversee app store ratings and reviews, encouraging positive feedback and resolving issues.


Qualifications


  • Bachelor’s degree or equivalent industry experience.
  • At least 2 years of experience in customer success or account management.
  • Proficiency with HubSpot CRM (or similar) and basic tech tools (Google Suite, Slack, Trello).
  • Experience with B2G, the public sector, or voluntary and community sector (VCS) is highly desirable.