Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of a portfolio comprising 25-40 enterprise clients, ensuring their adoption, retention, and growth.

• Establish and nurture robust, multi-level relationships with global stakeholders, offering strategic insights to enhance engagement, trust, and long-term value.

• Collaborate with the Implementation team to facilitate seamless onboarding, adoption, and knowledge transfer.

• Create and implement success plans aimed at driving adoption and value realization, proactively tackling customer challenges across international markets.

• Organize and present Executive Business Reviews (EBRs) to both executive and operational leaders, showcasing results, insights, and potential growth opportunities.

• Enhance Gross and Net Revenue Retention (GRR/NRR) through proactive management of renewals and identification of expansion opportunities.

• Serve as the customer's advocate within the organization, delivering structured feedback to Product and Engineering regarding feature requests, functionality, trends, etc.

• Aid in reference programs and case study initiatives by fostering relationships with highly satisfied customers.

• Track customer health metrics, including post-onboarding adoption, satisfaction, contract status, NPS, and usage statistics.

• Compile reports to pinpoint risks, opportunities, and progress toward achieving success metrics.

• Collaborate across various departments, including Sales, Marketing, Product, and Support, to ensure customer needs are met effectively.

• Represent the company at customer meetings, workshops, and industry events as necessary.

• Conduct work in alignment with company policies, procedures, and applicable laws and regulations.

• Demonstrate willingness and capability to travel both domestically and internationally for customer or company events, while effectively managing global accounts virtually.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Over 3 years of professional experience in customer success, account management, or similar client-facing roles.

• Proven experience in managing enterprise accounts across various countries and time zones, focusing on adoption, retention, and growth.

• Outstanding communication, collaboration, and relationship-building abilities, with the capacity to influence and build trust across diverse cultures and organizational levels.

• Proficiency in customer success and CRM tools (e.g., HubSpot, Salesforce), and comfort in working within globally distributed systems and teams.

• Fluency in English; ability to navigate manufacturing or factory environments when visiting customer sites.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development