Customer Success Manager

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

📋 Description

• Guide designated customers through their journey, ensuring adherence to established milestones and favorable business outcomes.

• Collaborate with clients to develop actionable strategies and prescriptive tasks.

• Monitor customer progress and overall health to identify potential deviations or risks of churn.

• Implement predefined initiatives such as proactive outreach, additional training, or escalation as necessary.

• Work in partnership with Support, Engineering, and Product teams.

• Address and manage complex customer issues, facilitating effective resolutions.

• Collaborate with Business Value Consultants to refine success blueprints and business objectives.

• Provide ongoing education and enablement to customers.

• Enhance customer satisfaction, health, success, renewals, and Gross Retention Rate.

• Coordinate with Account Management regarding renewals and opportunities for expansion.

⛳️ Requirements

• Bachelor’s Degree in Business Administration, Communications, or a related field, or equivalent professional experience.

• A minimum of three years of experience in customer-facing Customer Success or Professional Services roles within a B2B SaaS environment.

• Operational familiarity with internal communication and HR technology, including Microsoft 365, SharePoint, Teams, intranets, Workday, PeopleSoft, HRIS, and SSO.

• Capability to manage both individual and engagement-wide scopes of work.

• Experience in supporting onboarding, renewals, and expansion processes.

• Proven history of engaging with senior management and executives as a subject matter expert.

• Strong communication skills with customers and a knack for issue resolution.

• Ability to collaborate effectively with various internal teams while representing the customer's perspective.

• Strong project management capabilities.

• Competency in executing a defined methodology and delivering projects within scope, budget, and timeline.

🏝️ Benefits

• Excellent PTO program.

• Great health benefits.

• Remote work opportunities.

• Leadership team dedicated to personal and professional development.

• Casual and friendly work environment.

• Equal employment opportunities.