Customer Success Manager

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

📋 Description

• Deliver responsive customer success support while fostering effective relationships with clients.

• Oversee client account activity, monitor satisfaction levels, service standards, and key performance indicators.

• Actively resolve issues and seek opportunities for product or service enhancements.

• Act as the primary contact for designated clients.

• Create and present demonstrations of FADV products and services.

• Collaborate across teams with both internal and external partners to meet client goals.

• Address and resolve operational, billing, and technical challenges.

• Facilitate client engagement calls, quarterly business reviews, and annual assessments.

• Record and manage action items and project plans for assigned accounts.

• Define and implement key performance metrics.

• Monitor and evaluate account progress and strategic direction.

• Maintain activity logs in Salesforce CRM.

• Oversee customer contractual documents, including RFPs, renewals, upsells, MSAs, Schedules A, Statements of Work, SLAs, and SOPs.

• Achieve monthly, quarterly, and annual quotas for assigned accounts.

• Advocate for additional FADV products and services while preparing renewal proposals.

• Negotiate pricing, terms, and conditions.

⛳️ Requirements

• 3 to 5 years of experience in account management or other relevant fields for Account Management roles.

• Demonstrated ability to proactively identify and address complex issues.

• Proven success in articulating ideas, presenting, and influencing stakeholders.

• Capability to thrive in a team-oriented environment.

• Bachelor’s degree or equivalent experience is required.

• Proficiency in Microsoft Office applications, including Word, PowerPoint, and Excel.

• Experience with Salesforce or a similar CRM system is preferred.

• Strong collaborative skills complemented by an outgoing personality.

• Excellent verbal and written communication skills.

• Strategic, self-motivated, organized, analytical, and adept at problem-solving.

• Ability to perform under pressure and effectively prioritize responsibilities and client requests.

• Strong relationship-building skills with the ability to communicate effectively, persuade, influence, negotiate, and establish mutually beneficial expectations.

• Capacity to multitask in a fast-paced, dynamic environment.

🏝️ Benefits

• Full-time employment.

• Flexible working schedule.

• 40–50 hour workweek.

• Some positions may require up to 30% travel.