Customer Success Manager, Oxfordshire

The Customer Success Manager (CSM) performs a key role in driving the health, retention, and growth of Retail clients – measured by various indicators of customer health including NPS (Net Promoter Score) and by the Gross Renewal Rate (GRR).

Primary Responsibilities

• Work with your assigned clients to build a mutually agreed upon ‘Success Plan’ with performance objectives and critical milestones.
• Build and sustain relationships with key stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout the client base.
• Conduct Executive Business Reviews to understand current adoption and deployment, business relationship, and general issues, leveraging them to better position the company’s full portfolio for expansion.
• Facilitate the involvement of the broader company’s family including Support, Product Management, Product Development, Services, Marketing, Partners, and Solution Engineering to ensure client success and to meet account performance objectives/customers’ expectations.
• Work with clients and Marketing to create referenceable accounts, case studies, webinars, and more.
• Drive attendance to company events.
• Encourage participation in global and regional user events; leverage online and in-person customer events to share leading best practices.

Key Success Criteria

• Track record of exceeding renewal targets and client satisfaction ratings.
• Ability to articulate to clients a clear return on investment and maintain high customer satisfaction ratings measured through NPS.
• Drive customer satisfaction by aligning with the client’s Key Performance Indicators (KPIs).

Skills

• Bachelor’s Degree.
• 3-5 years experience in Customer Success, Account Management, Retail Pricing, or Merchandising.
• Experience in Corporate Retail (merchandising), Consumer Packaged Goods/FMCG, Retail.
• Strong interpersonal skills.
• Proven track record of successfully selling and servicing customers and managing ongoing customer relationships.
• Fluent and professional communication skills (verbal, written, and presentation) in English. Additional European languages beneficial.
• Proficiency with Office productivity and CRM software.
• Readiness to travel up to 25% annually.

Communication/Negotiation

• Become a trusted advisor to our clients.
• Establish regular communication cadence with internal and external key stakeholders including C-suite.
• Coordinate activities throughout the client lifecycle including ongoing education, services, and operational delivery objectives.
• Experience negotiating high-value, multi-year agreements.

Problem Solving

• Educate clients on the offering strategy and roadmap and provide advice on how to best leverage the offering based on understanding of client needs.
• Solicit client feedback on solutions and provide input to Services, Support, Development, Operations, and Offering Management.
• Drive Save action plans around at-risk accounts.

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