Customer Success Manager

As a Customer Success Manager, you will work directly with our customers 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 minimizing customer cancellations, maximizing opportunities for upsell, and accurately forecasting future revenues from your allocated customer portfolio. This role requires a combination of relationship management, strategic thinking, and a keen understanding of customer needs to ensure long-term success.

Key Responsibilities:

• Develop strong relationships with customers, ensuring they are using our products effectively to meet their business goals and achieve maximum return on investment.
• Proactively manage customer accounts to ensure ongoing satisfaction, resolve issues promptly, and address any concerns to prevent cancellations.
• Identify upsell opportunities and work closely with the sales team to drive additional revenue from existing customers.
• Collaborate with customers to ensure high product usage, guiding them through new features and optimizing their experience to drive value.
• Accurately forecast revenue opportunities and potential risks within your customer portfolio, ensuring alignment with company growth objectives.
• Monitor and track key customer metrics including satisfaction, churn rate, upsell revenue, net revenue retention, and product usage.
• Act as a trusted advisor, delivering tailored recommendations to help customers maximize their success with our solutions.
• Collaborate with cross-functional teams (Sales, Product, Support) to ensure customers receive seamless service and support throughout their journey.
• 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 in a customer-facing, business-to-business, commercial role, ideally within SaaS, technology, or cyber security industries.
• Proven ability to manage and build relationships with customers while driving retention and upsell opportunities.
• Strong communication and interpersonal skills, with a focus on customer satisfaction and solving business challenges.
• Experience with forecasting, customer success metrics, and identifying opportunities for growth within existing accounts.
• Excellent problem-solving skills and the ability to handle complex customer queries and resolve issues effectively.
• Strong organisational skills, with the ability to manage multiple customers and priorities simultaneously.
• Proficiency in CRM tools and other customer management systems.

Performance Metrics:

• Customer Satisfaction: Monitor and maintain high levels of customer satisfaction through proactive engagement, regular check-ins, and feedback collection.
• Rate of Churn: Minimize customer churn by addressing issues early, ensuring customers derive continuous value from our products.
• Upsell Revenue: Identify and drive opportunities for upselling additional services and features to your customer base, contributing to revenue growth.
• Net Revenue Retention: Ensure existing customers are maximizing their usage and renewals, while minimizing contract downgrades.
• Healthy Product Usage Metrics: Track and promote healthy adoption and usage of the product, ensuring customers are leveraging all relevant features and functions to achieve their desired outcomes.

Salary & Benefits:

• Performance-related pay of up to 20% of base salary
• Healthcare
• Pension
• Career development opportunities