Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Act as the main point of contact and a trusted advisor for designated customers.

• Build and maintain robust, long-term relationships with customers at both operational and executive levels.

• Conduct regular business reviews to assess adoption rates, performance, and value realization.

• Enhance customer satisfaction and Net Promoter Score (NPS) performance.

• Ensure timely contract renewals while proactively addressing retention risks.

• Monitor customer health scores and work to enhance engagement.

• Identify opportunities for value expansion within current accounts.

• Collaborate with Sales teams to provide relevant solutions and services.

• Achieve and surpass revenue expansion goals.

• Develop expertise in products and customer use cases.

• Comprehend customer workflows, operational challenges, and business objectives.

• Collect customer requirements and convert them into Product Requirements Document (PRD) documentation.

• Work alongside Product Managers and Development teams to prioritize and execute enhancements.

• Advocate for customers within the organization.

• Oversee onboarding, training, and adoption initiatives.

• Monitor usage, adoption, NPS, renewal performance, and revenue expansion KPIs.

• Keep accurate customer records in CRM and customer success tools.

• Collaborate with Support, Product, Sales, and Engineering teams.

• Share customer insights, trends, and risks with leadership.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent practical experience).

• Over 5 years of experience in customer success or account management.

• Excellent communication and presentation abilities.

• Confidence in engaging with clients through various channels (phone, email, events, virtual meetings).

• Proficient in using CRM systems (e.g., HubSpot).

• Highly organized with a keen attention to detail and a proactive approach.

• Fluent in English (additional European languages are advantageous).

• Experience in a software or SaaS environment.

• Familiarity with sales in technical or operational settings.

• Willingness to travel within the EMEA region for client visits or events.

• Team-oriented, ambitious, and eager to advance within an international organization.

🏝️ Benefits

• Competitive base salary.

• Bonus structure.

• Fully remote work option.

• Opportunities for professional development and international career growth.

• Supportive and dynamic work culture.

• Collaborate with modern technology in a team-oriented environment.