About this role
The customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies and feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.
Understand customer outcomes by communicating with customersRepresent the voice of the customer to provide input into every core product, marketing and sales processCollaborate closely with team members support renewals and expansion opportunitiesServe as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-go-live supportCollaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customersGauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvementsProvide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer baseBeing the main point of contact between the company and a number of named enterprise accountsExperience
2+ years customer success or account management experience in a SaaS or software company.Proven track record of working in a customer facing roleHave, or be willing to learn, basic technical skills in html, javascript, css and connecting to APIs to confidently discuss technical terms Educated to degree level preferred but not essentialWilling to make mistakes fast enough to learnExperience working with, and managing, stakeholders and customersA high level of accuracy and attention to detail is requiredExcellent communication and interpersonal skillsFlexible approach and an ability to operate effectively with uncertainty and changeDriven, self-motivated, enthusiastic and with a “can do” attitudeExtremely well organized with the ability to handle and digest large amounts of information from a variety of sources.Ability to work well under pressure and meet tight deadlines All your information will be kept confidential.