Customer Success Manager

i6 is a market leader in aviation fuel management technology, providing digital solutions that optimise fuel operations for airlines, fuel service providers, and fuel suppliers. Our mission is to transform aviation fuel management, making operations smarter, greener, and more efficient.

As we continue to scale, we are looking for a Marketing Manager with a strong focus on product marketing and growth to drive demand generation, enhance customer engagement, and position i6 as the go-to provider in aviation fuel management technology.

Role Overview

Your primary focus is to ensure that i6 customers achieve their desired outcomes using the Saas products that they have committed to. You will play a pivotal role in helping customers maximise the value they get from the i6 software, as well as identifying opportunities (due to your understanding of their business and goals) to further align additional i6 products to their business needs. Key to this is building strong relationships with customers, understanding their needs, and helping them maximise the value they derive from our products and services. You will serve as the primary point of contact for certain groups of customers, advocating on their behalf within the company and facilitating communication to ensure their needs are met.

Relationship Building: From contract sign, you will be the i6 “go to person” ensuring each of your customers are supported and communicated with from contract sign to “go live”. You will ensure that all contract commitments are delivered to the customer in an efficient,well managed way, regularly communicating with the customer and internal stakeholders on plans, progress and timescales. You will cultivate strong, trust-based relationships becoming a true partner and advocate for their needs. You will conduct regular business reviews with customers to ensure they are achieving their goals, reporting back as required. Any SLAs attached to the commercial agreement will be discussed as part of the customer handover from the Sales team
You will be responsible for 2 customer groups (as agreed with your manager) - primary customers who are between contract sign and “go live” and secondary customers who are live customers who require continued care and proactive support to ensure we continue to understand their business needs, working with them to maximise the value they derive from our products and services and identify opportunities where we can support them further. Engage with these customers as they approach renewal to ensure they re-sign with the support of Sales. 

Client Onboarding: You’ll lead the onboarding process for new clients, ensuring a smooth transition and setting clear expectations for success. Part of this will include developing clear  onboarding plans, liaising with the deployment team and Training Manager,  and communicating clear timelines regarding delivery. 

Product Education: Liaising with Deployment and the Training Manager, as required, you’ll conduct product training sessions tailored to the customer’s needs and use; this will include ensuring formal feedback is sought after training sessions to ensure continuous customer improvement.

Product Adoption: You’ll work closely with customers to drive successful adoption of our products and services, providing guidance and support to maximise value to our user audience. This will include proactively guiding, and if necessary training, customers on new features, product updates, best practices, instigating additional training support as required. Content will come from analysing results from customer success metrics that you have implemented, tracking and reporting on them (eg retention rates, customer satisfaction scores, product usage data) to identify areas where further work has to be done to ensure optimal product usage to the customer’s satisfaction.

Account Management: This will include:-
- ensuring the overall health and satisfaction of assigned customer accounts,

- carrying out quarterly reviews to ensure customer satisfaction/relationship building
- proactively identifying opportunities for upselling and expansion eg identifying the business need and finding out who the relevant person to talk to is,  liaising with the Sales team accordingly, gathering formal feedback from customers to identify areas for improvement.
- act as a support to Key Account Managers on Tier 1 accounts (and vice versa) as required for the benefit of customer experience
- there will be some requirement to travel to meet customers, as agreed with your line manager, and as per business requirements. 

Essential skills

• Experience in carrying out a customer success role, or similar, in previous organisations
• Strong interpersonal and customer relationship skills to further develop customer relations and continually increase knowledge of their business to enhance upselling opportunities
• A fast learner who uses initiative
• Proactive and reactive
• Process and detail oriented
• Energetic and positive
• Patient and curious
• Team player
• Tech savvy
  

Benefits & Perks

• Remote working
• Competitive salary
• Apple MacBook setup
• Great healthcare coverage
• Retirement 5% salary match
• i6 Group company days
• We offset your carbon footprint
• Trusted to do your best work