Customer Success Manager

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

📋 Description

• Collaborate with designated customer accounts to ensure they derive value from Exostar solutions, while also facilitating renewal and growth opportunities.

• Cultivate and sustain a deep understanding of customers’ operational workflows to guide product utilization and uncover avenues for expansion.

• Oversee, prioritize, and expedite the resolution of outstanding customer issues by liaising with internal stakeholders and providing proactive updates.

• Conduct regular operational reviews that encompass support tickets, case metrics, and ongoing performance assessments.

• Work in partnership with service delivery teams on service engagements and extended support agreements.

• Provide mentorship and training to junior members of the Customer Success team as necessary.

• Assist in the development and implementation of systems and tools to track Customer Success performance metrics and insights.

• Collaborate with the Head of Customer Success and leaders across Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations.

⛳️ Requirements

• Over 5 years of experience in Customer Success or a comparable customer-facing position.

• Documented experience in managing and securing renewal portfolios exceeding £2.00M annually.

• Proven track record of generating and closing expansion opportunities valued at £200K or more.

• Strong problem-solving abilities with a dedication to achieving resolutions.

• Enthusiasm for aiding customers in attaining their goals.

• Strong executive presence with the capability to engage customers at various levels.

• Proficiency in influencing others through persuasion, negotiation, and consensus-building.

• Outstanding attention to detail.

• Bachelor's degree in Business Administration, Information Technology, or a related field.

🏝️ Benefits

• Opportunities for internal promotions.

• Support for training and educational initiatives.

• Engagement in social and community-building events.

• Commitment to equal employment opportunities.