Customer Success Manager

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

📋 Description

• Take ownership of post-sales customer relationships, promoting platform adoption, customer satisfaction, and timely renewals.

• Develop robust relationships at all levels of the customer organization, from end users to IT leaders and senior executives.

• Achieve trusted advisor status by comprehending customer business objectives and strategically aligning solutions to fulfill their requirements.

• Keep an accurate overview of customer health using usage metrics, engagement data, and regular communications.

• Track health scores and proactively take steps to sustain or enhance account health.

• Collaborate with customers to establish essential goals and KPIs, reviewing progress at regular intervals.

• Examine customer data and platform usage to pinpoint opportunities for improving the customer experience and increasing adoption.

• Maintain consistent communication throughout the customer lifecycle, addressing risks or issues as necessary.

• Generate enthusiasm and momentum with clients to facilitate expansion and long-term engagement.

• Actively identify new ways for customers to leverage the platform to address evolving business challenges.

⛳️ Requirements

• You are committed and driven to enhance our Customer Success organization by combining in-depth product knowledge with customer-facing enablement, ensuring both customers and internal teams are confident, informed, and successful in utilizing our platform.

• Expertise in environmental knowledge is advantageous for this role.

• Demonstrated ability to manage a portfolio of accounts while fostering customer adoption, retention, and growth.

• Experience in delivering business reviews and articulating value to stakeholders at various levels, including senior leadership.

• Strong comprehension of customer health metrics, usage data, and success indicators.

• Proven capability to identify expansion opportunities through consultative relationship management.

• Exceptional communication skills — written, verbal, and presentation.

• Excellent organizational and time management skills, with the ability to juggle multiple accounts and priorities.

• Experience collaborating with Sales, Product, Support, Marketing, and Professional Services teams across functions.

• Customer-centric mindset with strong problem-solving and conflict-resolution skills.

• Ability to build trust and establish credibility with both technical and non-technical stakeholders.

• Self-motivated, proactive, and comfortable in a fast-paced, dynamic environment.

🏝️ Benefits

• An opportunity to work in a culture that is driven by values, performance-oriented, dynamic, and focused on growth.

• We promote a remote working environment supported by a one-time home office allowance and subsidized monthly internet allowance.

• Competitive health benefits, dental plans, and retirement savings plans (such as RRSP, 401K, etc.).

• Annual fitness allowance.

• Mental health support through access to the Calm Premium meditation app and Talkspace.

• Access to Udemy, internal training programs, an annual training allowance and certifications (if applicable), and High Talent Programs.