Customer Success Manager

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

📋 Description

• Establish and nurture robust, long-lasting relationships with clients to ensure high levels of satisfaction and retention.

• Act as a trusted advisor, helping clients maximize the value derived from our software.

• Actively engage with clients to uncover challenges, provide solutions, and enhance product utilization.

• Keep track of customer engagement health scores, usage metrics, and feedback to proactively mitigate risks.

• Work collaboratively with Sales, Product, and Support teams to deliver a seamless customer experience.

• Represent customer interests internally, impacting product development and improvements based on their feedback.

• Conduct regular check-ins, business reviews, and training sessions with clients (international travel will be necessary on a regular basis).

• Promote customer involvement in feedback surveys, product workshops, and user group events.

• Stay well-informed about our products, services, industry trends, and competitive landscapes.

• Keep detailed and current customer account plans, activities, and pipelines in Salesforce and other CRM platforms.

• Spot upsell and expansion opportunities by understanding customer requirements and business objectives.

• Oversee and manage sales pipeline activities to ensure targets are achieved.

• Prepare and deliver impactful sales presentations and product demonstrations.

• Collaborate with marketing teams to create campaign strategies and marketing materials.

• Produce precise sales documentation, quotes, and proposals.

⛳️ Requirements

• Bachelor’s degree in business, marketing, or a similar discipline.

• Over 5 years of experience in a Customer Relationships/Account Management position.

• A strong passion for cultivating robust customer relationships and delivering value.

• Ability to identify revenue opportunities and align client needs with business growth strategies.

• Experience in analyzing customer usage data to uncover trends and opportunities for improvement.

• Familiarity with distilling, manufacturing, or production processes is advantageous.

• Capability to manage multiple clients, projects, and priorities effectively.

• Proficiency in CRM systems (e.g., Salesforce, HubSpot, etc.).

• Solid understanding of marketing and sales principles.

• Exceptional written and verbal communication skills.

• Skilled in collaborating with cross-functional teams to surpass customer expectations.

• Basic knowledge of utilizing AI to enhance Customer Experience.

🏝️ Benefits

• 32 days of holiday (including flexible bank holidays), increasing to 34 after one year.

• Life Assurance.

• Private Healthcare.

• Generous Discretionary Bonus Scheme.

• Company Sick Pay.

• Family-Friendly Policies.

• Paid In-Person Social Events.