Customer Success Manager

Job Summary: 

As a Customer Success Manager, you will work directly with a portfolio of customers, including some of our larger, more strategic accounts, to ensure they are successfully using our products, achieving their desired return on investment, and are highly satisfied with our service. You will play a key role in minimising customer cancellations, maximising opportunities for upsell, and accurately forecasting future revenues from your allocated portfolio.

This role requires a combination of relationship management, strategic thinking, and a keen understanding of customer needs to ensure long-term success. You will engage in in-person and onsite customer meetings, including international travel as required, to further strengthen relationships and drive customer success. 

Key Responsibilities: 

• Develop and maintain strong relationships with customers across your portfolio, with a particular focus on larger and more strategic accounts, ensuring they are effectively utilising our products to meet their business goals and achieve maximum return on investment. 

• Proactively manage high-value customer accounts, addressing issues and concerns promptly to prevent cancellations and ensure continued satisfaction. 

• Identify upsell opportunities and collaborate with the sales team to drive additional revenue from existing customers. 

• Guide customers through product adoption and ensure they are using all relevant features to optimise their experience and business outcomes. 

• Accurately forecast revenue opportunities and potential risks within your customer portfolio, ensuring alignment with company growth objectives. 

• Track and monitor key customer metrics including satisfaction, churn rate, upsell revenue, net revenue retention, and product usage. 

• Act as a trusted advisor for customers, offering tailored solutions and strategic recommendations to enhance their success with our products. 

• Collaborate with cross-functional teams (Sales, Product, Support) to ensure customers receive seamless service and support throughout their journey. 

• Conduct in-person and onsite meetings with customers, including international travel as required, to further engage and strengthen relationships. 

• Provide regular updates and reports to senior management on account health, satisfaction levels, and forecasts for future revenue. 
  
  

Experience & Qualifications: 

• At least 1 year of experience as a Customer Success Manager at Gold tier or equivalent, with a proven track record of high achievement and positive appraisals. 

• Proven ability to manage and build relationships with a range of customers, including larger, more complex accounts, while driving retention and upsell opportunities. 

• Strong communication and interpersonal skills, with a focus on understanding customer needs and providing value-driven solutions. 

• Experience with forecasting, customer success metrics, and identifying opportunities for growth within existing accounts. 

• Ability to manage complex customer relationships and resolve issues effectively and proactively. 

• Strong organisational skills, with the ability to manage multiple accounts and priorities simultaneously. 

• Proficiency in CRM tools and other customer management systems. 

• Willingness and flexibility to travel internationally for onsite meetings as required. 
  

Performance Metrics: 

• Customer Satisfaction: Monitor and maintain high levels of customer satisfaction through proactive engagement, regular check-ins, and feedback collection. 

• Rate of Churn: Minimise customer churn by addressing issues early and ensuring customers derive continuous value from our products. 

• Upsell Revenue: Identify and drive opportunities for upselling additional services and features across your portfolio, contributing to revenue growth. 

• Net Revenue Retention: Ensure customers are maximising their usage, renewals, and long-term value, while minimising contract downgrades. 

• Healthy Product Usage Metrics: Track and promote healthy adoption and usage of the product, ensuring customers are leveraging all relevant features to achieve their desired outcomes. 

Salary & Benefits: 

• Competitive salary, dependent on experience 

• Performance-related pay of up to 20% of base salary 

• Healthcare 

• Pension 

• Career development opportunities 

• International travel as required for in-person customer meetings