Customer Success Manager

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

📋 Description

• Support the creation of onboarding strategies, schedules, and success metrics.

• Inform customers about product functionalities, updates, and applications to enhance adoption.

• Establish strong, trustworthy relationships with customers through consistent check-ins and proactive communication.

• Serve as the primary contact for low- to mid-tier accounts, assisting them in navigating the platform and addressing inquiries.

• Track customer health scores and pinpoint areas for enhancing satisfaction and engagement.

• Work collaboratively with Support, Product, and Engineering teams to ensure prompt resolution of customer concerns.

• Raise product bugs or feature requests and follow up to relay outcomes to customers.

• Monitor customer engagement and adoption metrics utilizing CRM/CSP tools like Salesforce, Gainsight, and HubSpot.

• Assist in conducting customer business reviews and preparing performance documentation.

• Recognize trends in customer behavior and provide insights to enhance processes.

• Play a role in renewal efforts by ensuring customers achieve their sought-after results.

• Identify growth opportunities and partner with Sales on cross-selling or upselling initiatives.

⛳️ Requirements

• 2-5 years of experience in Customer Success, Account Management, Support, or a similar customer-facing position—ideally in SaaS.

• Excellent communication and interpersonal abilities; capacity to establish rapport with a diverse range of customers.

• Enthusiasm for technology and a desire to gain in-depth knowledge of SaaS products.

• A problem-solving attitude with the capability to handle multiple tasks and priorities simultaneously.

• Familiarity with CRM or CSP platforms (e.g., Salesforce).

• Bachelor’s degree or equivalent professional experience.

🏝️ Benefits

• Equal Opportunity Employer dedicated to fostering diversity and an inclusive environment for all employees.