Customer Success Manager

📋 Description

• Take full ownership of the customer lifecycle from start to finish, acting as the sole point of contact for the customer.

• Spearhead solution design, configuration, onboarding, and adoption to enhance time-to-value and foster long-term customer success.

• Serve as a technical escalation partner and subject-matter expert, working closely with Product and Engineering teams on resolutions and enhancements.

• Convert product usage into business results, facilitate strategic discussions with customers (QBRs), and monitor customer health to aid in retention and growth.

• Diagnose and address customer issues promptly to reduce downtime and adhere to SLAs, offering in-timezone support to assist the global support team.

⛳️ Requirements

• Proven experience in a US-based early-stage B2B SaaS setting is crucial.

• Minimum of 5 years’ experience in customer success, professional services, solutions consulting, or a similar customer-facing technical position within a cloud/SaaS organization, demonstrating the ability to manage larger customer accounts.

• Flexibility to work varied hours (including late/evening shifts) to collaborate with US teams is a must.

• Ability to work independently and navigate ambiguity, with a strong sense of ownership and collaboration across functions.

• Must be legally authorized to work in the UK.

• A Bachelor’s degree is required.

🏝️ Benefits

• Flexible hours

• Professional development opportunities