Customer Success Manager
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| Job Type | Permanent Full Time |
| Location | London / WFH |
| Area | London, England |
| Sector | Campaign MarketingMembershipRecruitmentSubscriptions |
| Salary | Up to £50,000 |
| Start Date | ASAP |
| Advertiser | Hannah O’Callaghan |
| Telephone | 01494256502 |
| Job Ref | 472 |
| Job Views | 458 |
- Description
- Title: Customer Success Manager
Salary:£40k - £50k (DoE) +performance based bonus
Location:London/ WFH
Responsibilities
- Responsible for all post-sale activities as part of the customer journey, including onboarding, training, driving adoption, customer meetings, collecting feedback, technical support and inbound queries via email, phone and chat
- Building meaningful relationships with customers at all levels; C-level to analysts, act as the representative in face-to-face and online meetings
- Ensure customers derive maximum value, utilize all of their licenses, and collaborate with internal stakeholders (Editorial, Sales, Marketing, Product) to ensure adoption
- Monitor customer usage data and health indicators, translating them into strategies for risk mitigation and upsell opportunities
- Develop an understanding of customer verticals, their business models and key stakeholders personas
- Become the “voice of the customer”, working with Product, Editorial and Research teams to build new features, add content and data and refine the product roadmap
- Ensure transparency internally around opportunities and risk, collaborate closely with Sales on driving the account strategy
Requirements
- 3-5years’ experience working in Customer Success, Customer Service, or other customer-facing roles
- Can demonstrate the ability to build rapport with key stakeholders
- Understanding of the B2B subscription-based sales model
- Excellent presentation, verbal, and writing skills
- Super organized, quick learner who works well under pressure
- Collaborative mindset, not afraid to help where needed
- Ability to attend the London office 3 days/week
- Interest in Technology, Media and Telecom sector a bonus!
