Customer Success Manager

You will be responsible for building and maintaining strong, long-lasting relationships with our customer base. Your primary goal will be to ensure customer satisfaction, drive product adoption and maximise the value customers receive from our software products.

Our ideal Customer Success Manager will drive customer outcomes, retention and revenue growth through the below:

• Customer Relationship Management: Build and maintain good relationships with assigned customers, serving as their primary point of contact and advocate within the company. Understand customers' goals, challenges, and needs, and proactively address issues, escalating as necessary, to ensure a positive customer experience. Act as a strategic partner for customers, ensuring long-term success and business growth.
• Customer Success Strategy Implementation: Assist in executing customer success strategies developed by the Head of Customer Success, focusing on driving customer outcomes and revenue growth. Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure alignment on customer needs and objectives.
• Product Knowledge: Clearly understand the LaL product and features and the customer journey through our business. Use customer feedback to suggest product improvements and share feedback with the product, sales and marketing teams to ensure continuous improvement and customer retention.
• Revenue Growth Initiatives: Identify opportunities for upsell, cross-sell, and expansion within assigned customer accounts. Work closely with the sales team to develop and execute strategies to drive revenue growth through customer success initiatives.
• Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) related to customer success and revenue growth, and provide regular updates to internal stakeholders. Analyse data to identify trends, opportunities, and areas for improvement in customer outcomes and revenue generation.
• Customer Success Support Post-Onboarding: Collaborate closely with the onboarding specialists to gather insights and ensure all customer needs and objectives are clearly understood before transitioning to ongoing customer success management. Engage with customers after the onboarding process to ensure a seamless transition into active platform usage. Provide ongoing support, guidance, and resources to help customers fully adopt the product and achieve their desired outcomes. Monitor customer progress post-onboarding and address any challenges or concerns to ensure continued satisfaction and value realisation.

Job Requirements:

• 3+ years of experience in a Customer Success role.
• Possess a solid understanding of Customer Success principles and best practices to drive customer satisfaction and retention.
• Experience in engaging with senior-stakeholders to deliver impactful presentations, business reviews and strategic guidance.
• Strong ability to analyse customer data and use this to drive adoption, mitigate risk and identify growth opportunities.
• Ability to thrive in a fast-paced environment and embrace change and innovation.
• Ability to identify problems and opportunities as well as offer or implement actions and solutions.
• Hands-on experience with SaaS products and experience using CRM systems.
• Experience working in a B2B SaaS environment.