Senior Customer Success Manager

The Role

At Crimson Tide, we’re building something exciting. As a growing AIM-listed SaaS company, we’re seeking an experienced Customer Success Manager who is passionate about delivering exceptional outcomes for our customers.

As a Senior Customer Success Manager, you will take ownership of the customer journey from signature through to renewal. You will act as a trusted advisor on all things mpro5, driving adoption, growing accounts, and ensuring customer retention. You’ll develop an in-depth understanding of your customer base and collaborate closely with teams across the business to deliver an exceptional customer experience.

Key Responsibilities

• Build strong relationships with key contacts and gain a deep understanding of their business needs.
• Coordinate customer onboarding and support the Implementation team in defining success criteria aligned to pain points identified in the sales process.
• Partner with the Sales team to support renewals.
• Collaborate with the Delivery team to drive adoption and reduce churn.
• Identify up-sell opportunities for additional recurring revenue and Professional Services.
• Act as the voice of the customer, sharing feedback with the business on what users value and where improvements are needed.
• Champion mpro5, advising customers on features that meet their functional requirements.
• Develop a deep understanding of mpro5 through hands-on experience and training.
  

Desired Skills and Experience

• 5+ years’ experience in customer relationship management for a technology product.
• Ability to quickly learn and understand complex technical products.
• Strong problem-solving skills and expectation management.
• Able to effectively manage a portfolio of customers concurrently.
• Confident and effective communicator, able to translate technical concepts into clear, customer-friendly language.
• Proficient in data manipulation (e.g., Excel).
• Dependable, trustworthy, and committed to delivering results.
• Strong work ethic with a collaborative team approach.
• Proficient in customer management and support tools such as HubSpot, Jira, and Zendesk.
• Positive attitude and willingness to take on a variety of tasks.