Customer Success Manager

As Customer Success Manager at Flooid, you will be part of an instrumental team, ensuring our customers roll out, adopt and realise value from our software.

You will act as a strategic and trusted partner to our customers, guiding them through onboarding, software rollout and issue resolutions to drive retention and satisfaction. By proactively identifying opportunities for growth and addressing risks, you'll play a key role in supporting customer account expansion and ensuring we provide an excellent service.

This is an exciting time for our business and the Customer Success Management team. If successful, you will be part of the journey for setting the standards, processes and direction of the customer journey.

Fluency in French would be advantageous.

Some of your responsibilities will include:

• Managing multiple customers, serving as the primary operational point of contact, ensuring a smooth customer journey
• Building and maintaining strong relationships with customers by understanding their goals and helping them achieve measurable outcomes
• Monitoring customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
• Collaborating with cross-functional teams to resolve customer issues and improve the overall customer experience
• Conducting regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction
• Advocating for customer needs internally and providing feedback to the product team to help guide feature development and enhancements
• Proactive approach to identifying issues, troubleshooting and delivering effective solutions

You will need to bring experience in:

• A Customer Success, Account Management, Service Delivery, or client facing role, ideally within a SaaS or tech environment
• Managing a portfolio of accounts with varying needs / complexity
• A proven track record of improving customer retention, satisfaction or account growth
• Conducting regular business reviews
• Using/implementing a CSM software
• Implementing CSM strategies and process
• Building strong relationships with internal and external stakeholders
• Analysing usage data and customer metrics to guide strategy and actions

• Flexible working – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events.
• Holidays – We operate a flexible holiday allowance scheme, we recommend employees take around 25-30 days holiday plus public bank holidays per year.
• A flexible pension – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
• Company sick pay – We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
• Family benefits – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
• Electric Car salary sacrifice scheme – An easy to manage and affordable way of leasing a zero-emission electric vehicle
• Online learning platform –We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning courses.
• Financial, physical and wellbeing support – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
• Access to a discount platform – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
• Professional subscriptions – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role
• Charity giving – support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
• Cycle to work scheme – Make the most of this tax efficient scheme to improve your commute to work
• Rewarding long service – We provide gifts to our employees who achieve milestone years of service working as part of our team

If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a roles requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying and the company overall.

Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.