Customer Success Manager

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

📋 Description

• Assume responsibility for nurturing long-term customer relationships following onboarding, aiming to enhance retention and customer satisfaction.

• Relay customer feedback across the organization to relevant departments to remain ahead of market demands regarding new application features and to foster continual process improvement throughout the company.

• For instance, collaborate with the product team on feature requests and liaise with the account management team to communicate upsell opportunities that you have identified.

• Your primary emphasis will be on outbound customer communication to promote application education and usage, broaden the user base, and share best practice examples.

• Additionally, support customers by facilitating effective communication between them and internal technical support teams to help resolve open tickets.

• Establish yourself as a recognized expert and thought leader in the practical use of our platform, which will enable you to cultivate a trusted advisor relationship with each customer and drive full adoption of Case IQ through continuous training and quarterly business reviews.

• Inform customers about new features as they are introduced to the platform.

• Enter and update the CRM with current communications, discussions, and correspondence with customers to ensure all internal stakeholders are informed about customer status.

• Recognize customer success stories that can be leveraged in our marketing initiatives and assist in bringing these to fruition.

• This Customer Success role will be specifically evaluated based on gross customer retention, customer satisfaction (assessed through net promoter score and/or similar metrics), and lead generation directed towards our account management team.

⛳️ Requirements

• A degree, college diploma, or postgraduate certificate in Business or a related field, or equivalent professional experience.

• Demonstrated experience as a Customer Success Manager is essential.

• Proven expertise in managing brand image and delivering value through customer experience.

• Outstanding communication skills and the ability to build positive business relationships.

• Technical skills relevant to the use of the product or service are necessary.

• Strong accountability and personal organization skills are crucial.

• Experience managing a diverse range of accounts, identifying trends, and maintaining account plans.

• Background in a customer experience role or equivalent experience focused on enhancing customer satisfaction, adoption, and retention in a technology setting.

• Preferred qualifications include:

• Familiarity with Gong, ChurnZero, Salesforce, and other AI/CRM tools is advantageous.

• CSM Certification.

• Experience in SaaS technology.

• Knowledge of Case Management Processes and Procedures.

🏝️ Benefits

• Enjoy remote work within a flexible work environment (our team spans across 7 countries!).

• Access a competitive company-sponsored benefits plan starting from day one!

• Benefit from a generous professional development budget.

• Experience half-day Fridays during the summer months.