Customer Success Manager - SaaS

Customer Success Manager – SaaS

Liverpool – Open to Remote Applicants

Concerto (part of Bellrock Group) are searching for an experienced Customer Success Manager. As a Customer Success Manager for Concerto, a leading SaaS solution within the property industry, you will be responsible for ensuring customer satisfaction, driving product adoption, and enhancing customer value. You will plan, lead, and organize customer workshops, manage outbound communications, and leverage data analysis to drive upsell opportunities. Your role will be crucial in managing customer relationships, increasing NPS scores, renewing contracts, and guiding customers toward optimal use of the Concerto platform.

Key Responsibilities:

1. Customer Workshops and Engagement:
   • Plan and conduct customer workshop days, delivering insights and value about the Concerto product.
   • Facilitate training sessions and strategy meetings to help customers maximize product usage.
2. Communication Management:
   • Manage outbound communications regarding product enhancements and regulatory changes in the property industry.
   • Develop and distribute regular updates, newsletters, and educational content to keep customers informed and engaged.
3. Data-Driven Strategies:
   • Analyse customer data to identify trends and opportunities for upselling additional Concerto modules and Bellrock Group services.
   • Use data insights to drive strategic decision-making and customer success initiatives.
4. Customer Relationship Management:
   • Develop and maintain strong relationships with key stakeholders within customer organizations.
   • Act as the primary point of contact for customer issues, ensuring timely resolution and positive outcomes.
5. Product Adoption and Advocacy:
   • Promote the adoption of Concerto features and modules, guiding customers toward common use cases.
   • Advocate for customer needs within the product development team, contributing to the product backlog and prioritization.
6. Cross-Functional Collaboration:
   • Work closely with customer support, onboarding, and other internal teams to ensure seamless product adoption and customer satisfaction.
   • Collaborate with sales teams to identify and capitalize on upsell opportunities.
7. Customer Feedback and Improvement:
   • Collect and analyse customer feedback to continuously improve the product and customer experience.
   • Implement best practices and lessons learned to enhance future customer interactions and workshops.

Skills & Experience:

• Minimum of 3-5 years in a customer-facing role within the SaaS industry, preferably in customer success or account management.
• Technical Proficiency: Strong understanding of SaaS products and the ability to explain technical concepts to non-technical users.
• Analytical Skills: Proficiency in data analysis and the ability to leverage data to drive business decisions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to conduct presentations and workshops.
• Relationship Building: Proven ability to build and maintain strong customer relationships.
• Project Management: Strong organizational skills with the ability to manage multiple projects simultaneously.
• Customer-Centric Mindset: A proactive approach to solving customer issues and ensuring customer success.

This role is ideal for a dynamic and motivated individual who thrives in a fast-paced environment and is passionate about customer success and SaaS solutions. If you are ready to make a significant impact on our customers and contribute to the growth of the Concerto product, we would love to hear from you.

Working arrangements:

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from the Liverpool office and your home address (hybrid working).

What can we offer you?

• 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us).
• Salary exchange pension scheme.
• Life cover.
• Paid sick leave.
• Health Assured employee assistance and wellness program.
• Enhanced maternity, paternity and adoption leave.
• Salary sacrifice schemes: Cycle to work.
• Holiday purchase scheme of additional 5 days per year.
• Offers and discount scheme designed to save money on everyday shopping and essentials.
• Healthcare Cashplan.
• MotorSave Scheme.
• Refer a friend.
• Liftshare.
• Virtual GP.

Why Bellrock?

Our people are our passion, so we\’re all about helping them to achieve their ambitions. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you\’re ready to start your career journey with Bellrock, we\’re ready to welcome you. It\’s a great place to be.

Apply today.

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