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Join our team

Customer Success Manager

The goal of the Customer Success Manager is to ensure customer success post-implementation and play a key role in customer renewal.

You will be responsible for managing, retaining and growing the existing customer base
developing strong customer relationships, offering support and identifying new revenue opportunities
being responsible for oversight of all work on behalf of the customer and be a key liaison between the customer, services and support, partners and sales teams.

 

Location

London, UK

Benefits

25 days holiday (pro-rata), medical insurance, employee assistance programme, pensions, life assurance, training and development, childcare assistance, personal gym instructor, breakfast

Responsibilities

  • Drive customer success initiatives to improve how CloudSense responds to our customer needs
  • Own and manage own portfolio of customer relationships with an emphasis on growing revenue, education, and satisfaction
  • Develop a complete, continuous and comprehensive understanding of the customer business (key decision makers, competitive activities)
  • Act as an escalation point for issues that impact the customer’s success and drive risk mitigation by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Collaborate with vertical industry leads to identify and drive revenue growth from specific customer/vertical within customer

Collaborate with cross-functional peers to strengthen and grow customer relationships

COMPETENCIES:  KNOWLEDGE, SKILLS, ABILITIES

  • Demonstrable experience in a Customer Success role in SaaS/Enterprise
  • Expertise and experience dealing with large, complicated, enterprise accounts at the most senior IT and business levels
  • Experience with account portfolio planning and prioritisation
  • Deep CRM or IT experience and knowledge of salesforce.com competitive landscape and technical ecosystem
  • C-level communication and interpersonal skills, capable of advising executives on how to implement and drive usage of our solutions
  • Ability to lead and facilitate executive meetings and workshops
  • Ability to prioritise, multi-task, and perform effectively under pressure
  • Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation

Strong understanding of software development process and of software design methodologies