Who we're looking for

A Customer Success Manager (CSM) builds and maintains strong relationships with clients, ensuring they achieve their desired outcomes using the company's products or services. They focus on driving customer satisfaction, retention, and growth by guiding clients through onboarding, training, and ongoing support. CSMs act as the voice of the customer, advocating for their needs and collaborating with various internal teams to improve the overall customer experience.

What you'll be delivering

Onboarding and Training:
Guiding new customers through the initial setup and usage of the product or service, providing training and support to ensure they understand its value and can effectively utilize its features. 

Relationship Building:
Developing strong, trusting relationships with clients, serving as a primary point of contact and fostering open communication to understand their needs and challenges.
 
Adoption and Engagement:
Monitoring customer usage and engagement metrics, identifying areas where customers may be struggling, and proactively offering solutions to improve their experience and maximize product value. 

Issue Resolution:
Addressing customer inquiries and resolving issues promptly and effectively, working with internal teams to ensure a positive resolution and prevent future problems. 

Retention and Renewal:
Working to minimize customer churn by proactively addressing concerns, identifying opportunities for additional value, and facilitating renewals. 

Upsell and Cross-sell:
Identifying opportunities to expand the customer's relationship with the company by offering additional products or services that align with their needs and goals. 

Collaboration:
Partnering with sales, product, marketing, and support teams to ensure a seamless and positive customer journey, sharing customer feedback and insights to drive product improvements and inform business strategies. 

Advocacy:
Representing the customer's voice within the organization, advocating for their needs and providing feedback to influence product development and service enhancements. 

Customer Satisfaction:
Driving Response rate through customer interaction. Closing the loop on all NPS received from customers

We think you'll be successful in this role if you have some of the following

• Strong communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Proven ability to build and maintain relationships.
• Experience in customer success, account management, or a related field within the IT industry
• Familiarity with CRM and customer success software.
• Ability to work independently and as part of a team.
• Understanding of customer journey mapping and key performance indicators (KPIs). 

What we'll offer in return

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:

• To work at a 3* World Class Best Company 
• Flexibility over where you work with our Winning from Anywhere® approach 
• 25 days holiday 
• Home working allowance paid monthly 
• Winning from Anywhere® allowance to help your set up at home 
• 24/7 GP at hand 
• Immediate 24/7 access to an Employee Assistance Programme 
• We’ll support you when you’re not well with our Company sick pay scheme 
• 4x base salary life assurance
• Private health insurance after a successful year’s service 
• Enhanced parental pay and leave, supporting you with those precious life moments 
• Access to the Perkbox platform to help make your money go further 
• Cyclescheme 
• Electric car scheme 
• And many more! 

Disability Confident

Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees.  We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms.  The diversity in our team is what helps our business work so well.  

To find out more about our disability commitment please contact People & Culture or ask during the interview.