Senior Product Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Oversee a diverse range of accounts and workstreams within a compact portfolio.

• Execute intricate technical integrations and projects.

• Comprehend client contracts and interpret them to foster mutually beneficial outcomes and prevent potential issues.

• Maintain a strategic success plan tailored for each client, aligned with their business objectives.

• Cultivate operational relationships with client stakeholders, evolving into a partner and trusted advisor.

• Assist customers in understanding and utilizing relevant Customer Experience (CE) features and functionalities.

• Develop and validate business cases.

• Present quarterly business reviews both internally and to clients.

• Track and effectively communicate metrics, performance, and value.

• Mentor and train Customer Success Managers (CSMs).

• Ensure quality assurance of CSM deliverables.

• Support CSMs with client escalations, serving as the primary escalation point.

• Collaborate with sales, professional services, and technology teams.

• Identify and communicate opportunities for growth.

• Provide guidance on technical matters, customer experience, security, and project delivery.

• Assist the Manager of Customer Success by coaching, training, and providing daily direction to CSMs.

⛳️ Requirements

• Bachelor's degree.

• Demonstrated experience in client account or relationship management, or customer success.

• Proven experience in delivering technical and customer-facing projects, including API integrations.

• Management experience with programs or multi-threaded projects.

• Experience with account renewals, upselling, and cross-selling.

• Extensive experience in business analysis and formulating business requirements.

• Strong commercial acumen.

• Development of business cases for initiatives and projects and effectively advocating for them to stakeholders.

• Significant experience in data analysis using Excel or other analytical tools.

• Excellent verbal and written communication abilities.

• Experience working within or with large corporate environments, managing and navigating processes.

• Ability to convey technical information in a clear and straightforward manner.

• Capable of switching contexts and multitasking effectively.

• Able to perform under pressure from time constraints and stakeholder demands.

• Postgraduate degree in a technical or business-related field (preferred).

• Project management qualification (preferred).

• Experience in data analysis using advanced tools (preferred).

• Proficiency in an additional language (preferred).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Engaging and supportive team environment.