Customer Success Manager

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

📋 Description

• Develop and nurture robust, long-lasting relationships with clients to ensure high levels of satisfaction and retention.

• Act as a trusted advisor, assisting customers in maximizing the value derived from our software solutions.

• Proactively engage with clients to identify challenges, offer solutions, and enhance product utilization.

• Track customer engagement health scores, usage metrics, and feedback to proactively mitigate risks.

• Collaborate with Sales, Product, and Support teams to deliver a seamless customer experience.

• Advocate for customers within the organization, influencing product development and improvements based on their feedback.

• Conduct regular check-ins, business reviews, and training sessions with clients (international travel will be required frequently).

• Encourage customer involvement in feedback surveys, product workshops, and user group events.

• Keep a comprehensive understanding of our products, services, industry trends, and competitive landscape.

• Maintain detailed and current customer account plans, activities, and pipeline within Salesforce and other CRM platforms.

• Identify upsell and expansion opportunities by understanding customer needs and business goals.

• Monitor and manage sales pipeline activities to ensure targets are achieved.

• Prepare and deliver impactful sales presentations and product demonstrations.

• Work alongside marketing teams to formulate campaign strategies and create promotional materials.

• Prepare precise sales documentation, quotes, and proposals.

⛳️ Requirements

• Bachelor’s degree in business, marketing, or a related discipline.

• Over 5 years of experience in a Customer Relationships/Account Management position.

• Strong enthusiasm for cultivating customer relationships and delivering value.

• Ability to identify revenue opportunities and align customer requirements with business growth strategies.

• Experience in analyzing customer usage data to pinpoint trends and areas for enhancement.

• Familiarity with distilling, manufacturing, or production processes is advantageous.

• Proven ability to manage multiple clients, projects, and priorities effectively.

• Proficient in CRM tools (e.g., Salesforce, HubSpot, etc.).

• Working knowledge of marketing and sales principles.

• Exceptional written and verbal communication skills.

• Skilled at collaborating with cross-functional teams to exceed customer expectations.

• Understanding of leveraging AI to enhance Customer Experience.

🏝️ Benefits

• 32 days of holiday (including flexible bank holidays), increasing to 34 after one year of service.

• Life Assurance.

• Private Healthcare.

• Generous Discretionary Bonus Scheme.

• Company Sick Pay.

• Family-Friendly Policies.

• Paid In-Person Social Events.