Customer Success Manager

3 weeks ago

Gerrards Cross, United Kingdom Causeway Technologies Full time
Customer Success Manager 

(Remote/Hybrid UK)


Do you want to help shape software that affects thousands of lives?

Who are we? We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle.If you are looking to build an exceptional career with an award-winning company you’ve come to the right place. 

Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.

We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business.

Purpose

As a Customer Success Manager at Causeway, your primary responsibility is to ensure our customers in the UK achieve success from the moment they subscribe to our platform. You will 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 will manage a portfolio of accounts, maintain high-performance standards, and provide tailored support to meet individual customer needs. Additionally, you will champion customer interests internally, leveraging your product and industry expertise to influence our product roadmap, sales strategies, and marketing efforts. With a focus on continuous improvement, you'll drive initiatives to enhance the customer experience through technology, automation, and data analysis, contributing to strategic decision-making.

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.
Skills, Experience, and Qualifications

Essential Skills:

  • 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.

Customer Experience:

Our customer-centric approach is built on fostering positive relationships, instilling confidence, and satisfaction in every interaction. We value regular feedback to drive service improvement and embody passion, drive, and determination in achieving successful outcomes. We prioritize warm, effective communication and accurate responses to all queries, delivering exceptional customer experiences that encourage retention and referrals.

Competencies:

  • Customer Relationship Management: Ability to build trust-based relationships and understand client needs.
  • Strategic Thinking: Align customer success strategies with broader business goals.
  • Problem-Solving Skills: Identify challenges and develop innovative solutions in collaboration with teams.
  • Communication Skills: Excellent verbal and written communication for interacting with customers and internal stakeholders.
  • Empathy and Emotional Intelligence: Navigate difficult situations with professionalism and sensitivity.
  • Analytical Skills: Proficiency in analyzing customer data to track health and proactively address issues.
  • Product Knowledge: In-depth understanding of our products to guide customers effectively.
  • Team Collaboration: Work effectively with cross-functional teams to ensure a cohesive customer experience.
  • Continuous Learning: Stay updated on industry trends and best practices to enhance strategies.
  • Adaptability: Flexibility to adjust to changing customer needs and company priorities.

What you get from us:

If you're looking to build an exceptional career with an award-winning company you’ve come to the right place. We believe everyone at Causeway has a vital role to play in our success. Causeway is fuelled by curiosity and is a place for people who beam with positivity and burn with ambition.

Our team is everything, so we’ll take good care of you. In fact, we give well-being the same priority as our other business goals. We’re strong advocates of work-life balance, offering hybrid working alongside the opportunity to work from modern, collaborative offices.

Benefits

As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway. We strive, year on year, to achieve recognition as an award-winning workplace that our employees love. We’ve selected just a few of the many benefits available below to show you how we take care of our Causeway stars.

  • 25 days annual leave + public holidays, increasing with length of service.
  • 4% matched pension.
  • Income protection and life assurance.
  • Access to our award-winning benefits platform.
  • We take mental health seriously and have a dedicated EAP available 24/7.
  • £100 allowance towards a fitness club.
  • Dell, Apple and Microsoft discounts.
  • Private Medical Insurance.
  • Paid study leave + volunteering days.
  • Car Scheme.

Like all responsible companies Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.

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