Customer Success Manager
SWEEPSweep is hiring a Customer Success Manager based in the UK, London, to work on our enterprise climate program software.
Professional fluency in English and French, spoken and written, is mandatory. You must be able to lead customer-facing success activities in both languages.
Ok, sounds promising. What will I be doing?
As a Customer Success Manager in the Success Team, you will help customers realise the value of Sweep throughout the post-implementation success phase.
You will own customer relationships across a mixed portfolio, helping customers connect their sustainability objectives, reporting needs, and data to durable ways of working with Sweep. You will lead strategic follow-ups, coordinate the right internal expertise, support retention and renewals, and identify appropriate growth opportunities. The role is based in London.
To be more specific, this includes:
1. Customer Success & Value Realisation 🤝
Own the post-implementation success phase and act as the primary point of contact throughout the customer relationship.
Run regular customer check-ins, business reviews, and executive follow-ups to review objectives, progress, feedback, risks, and next steps.
Understand customer objectives, success measures, operating context, stakeholders, and ways of working.
Drive adoption, value realisation, customer autonomy, and time-to-value by connecting customer needs to relevant Sweep capabilities.
Enable customers with relevant product updates, use cases, best practices, webinars, and self-service resources. Formal implementation and product training remain with the appropriate Delivery or Enablement teams.
2. Retention, Renewals & Growth 📈
Own customer health and retention plans, identify risks early, and coordinate actions to protect customer outcomes.
Lead renewal planning and, where appropriate, lead expansion conversations by understanding customer needs and demonstrating value.
Partner with Sales on pricing, proposals, and complex commercial negotiations as relevant, while maintaining ownership of the customer relationship.
Manage escalations thoughtfully, resolve friction proactively, and ensure support requests are routed, tracked, and followed through with the Care team.
Build trusted relationships with customer champions, operational stakeholders, and executives.
Develop customer advocacy opportunities, including references, testimonials, and customer stories.
Coordinate a clear handover from Implementation and maintain continuity across objectives, configuration, decisions, risks, open items, and next steps.
Share relevant customer insights with Customer Success, Growth, Product, Engineering, and other internal teams.
3. Data, Process & Product Feedback 📣
Use product usage, customer health, support, satisfaction, and commercial data to identify trends, risks, and opportunities.
Track and improve customer health, product adoption, customer value, NPS, CSAT, retention, and renewal performance.
Improve Customer Success processes, playbooks, operating rhythms, and account planning practices.
Gather customer feedback, clarify and prioritise product requests, and turn recurring needs into actionable insights for Product and Engineering.
4. AI-enabled Customer Success 🤖
Use AI tools to analyse information, prepare customer communicati