Strategic Customer Success Manager

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

📋 Description

• Provide retention metrics such as NRR, GRR, and Logo Retention for a portfolio of mid-market clients.

• Oversee all commercial facets of customer relationships, including independent renewal negotiations, contract execution, and payment processes.

• Cultivate trusted-advisor relationships across complex stakeholder groups and foster internal champions.

• Lead customer onboarding and goal-oriented sessions to promote early proficiency, adoption, and recognition of product value.

• Analyze usage data and customer sentiment to pinpoint and address churn risks.

• Develop and implement data-driven account plans that align with customer objectives and platform capabilities.

• Review the Book of Business to identify, showcase, and secure opportunities for expansion and new offerings.

• Conduct high-touch engagement sessions to communicate success metrics, advise on utilization, and unlock customer value.

• Forecast and deliver portfolio metrics while addressing multiple customer requirements.

• Relay actionable customer feedback to Product and Marketing teams to guide product development and business strategy.

⛳️ Requirements

• Minimum of 3 years in Account Management or Customer Success within a B2B SaaS or high-growth technology setting.

• Demonstrated success in achieving retention and expansion targets, including NRR and GRR.

• Experience managing the complete commercial lifecycle, encompassing renewal negotiations, contract execution, and upselling efforts.

• Capability to multithread across intricate organizations and build relationships from end-users to C-suite executives.

• Experience in data-driven portfolio management using usage analytics and health scoring to reduce churn.

• Background in high-touch onboarding, goal-setting sessions, and promoting early product adoption.

• Exceptional communication and feedback abilities.

• Proficient in serving as a liaison between customers and Product/Marketing teams to influence the product roadmap.

• Strong knowledge of CRM systems and contemporary Customer Success tools.

🏝️ Benefits

• Competitive Salary + Company Equity Scheme

• Remote-First Flexible Working

• Private Health and Dental Insurance (with the option to add dependants)

• Pension Scheme (company contributions increasing with tenure)

• Group Life Assurance of 4 x Salary

• 27 days Paid Holiday (plus Bank Holidays)

• £500 Growth Fund

• £200 Remote Working Fund

• Flexible Bank Holidays + Unlimited Unpaid Holidays

• Company Away Days + Volunteer Charity Day

• Reward and Recognition Programme

• Anniversary Awards