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- Tasks: Lead customer success initiatives and create success plans for high-value clients.
- Company: Join a multi-award winning tech company recognised for innovation and growth.
- Benefits: Enjoy 25-30 days holiday, private medical insurance, and a cycle to work scheme.
- Why this job: Be part of a diverse team making a positive community impact while driving client success.
- Qualifications: Proven success in account management within financial services or regulated environments.
- Other info: This is a hybrid role with regular office attendance in Ilkley.
The predicted salary is between 36000 - 60000 £ per year.
SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider. The Customer Success Manager will have a proven track record of success in growing revenue and driving world-class retention for key clients in Core Customer Success.
They will demonstrate the ability to provide the highest levels of customer service to clients (which will involve face-to-face meetings) by creating success plans for the highest value clients with clear goals and actions, enabling them to get the best possible return on their investment from our suite of AML solutions. The Customer Success Manager is also expected to set an example for the team on best practice in Customer Success, whilst demonstrating the company values in all that they do.
- Hold high quality, solution-led conversations with stakeholders at all levels to facilitate contract growth and understand clients' long-term goals, ensuring they are getting the most out of the SmartSearch product.
- Identify and quantify retention risks and take positive actions to mitigate those risks and secure the client relationship.
- Liaise internally with Sales, Marketing and Product to drive targeted data-led campaigns to increase revenue within your client portfolio.
- Lead by example and be a positive influence on the wider team at all times, embrace change and help to create opportunities.
You will have a demonstrated record of success in a commercial role, preferably in an Account Management capacity, and be able to achieve upsell and retention targets. You will come from a Financial Services or generally Regulated environment. Attention to detail, particularly an excellent standard of written communication, is vital to always maintain a precise and professional service.
Please note this is a hybrid role and you will be expected to attend our Ilkley office regularly. We are a multi-award winning Tech company with an aspirational mentality. Some of our most recent recognitions include being named in the renowned RegTech100 list for 2024, listed in the Top 100 Fastest Growing Tech Companies by Northern Tech Awards 2024, as well as being named Technology Provider of the Year by Corporate Finance Awards 2024.
There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support. We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive impact on our community.
Our comprehensive benefit package includes:
- ~25 days holiday rising to 30 with each year of service
- ~Private Medical Insurance covering dental and optical
- ~Company pension scheme
- ~Life Assurance – 4x your annual salary
- ~Employee Assistance Programme
- ~Cycle to work scheme
- ~On-site gym
CSM Manager employer: SmartSearch
Contact Detail:
SmartSearch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CSM Manager
✨Tip Number 1
Familiarise yourself with SmartSearch’s AML solutions and the specific features that set them apart from competitors. This knowledge will allow you to engage in meaningful conversations during interviews, demonstrating your understanding of the product and how it benefits clients.
✨Tip Number 2
Prepare examples from your previous roles where you've successfully driven client retention and upselling. Be ready to discuss specific strategies you implemented and the results achieved, as this will showcase your ability to meet the expectations outlined in the job description.
✨Tip Number 3
Network with current or former employees of SmartSearch on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview process.
✨Tip Number 4
Demonstrate your commitment to diversity and inclusion by researching SmartSearch’s initiatives in this area. Be prepared to discuss how you can contribute to these efforts, aligning your values with those of the company.
We think you need these skills to ace CSM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and account management. Emphasise any achievements related to revenue growth and client retention, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of SmartSearch’s mission and values. Share specific examples of how you've successfully managed client relationships and driven results in previous roles.
Showcase Communication Skills: Given the importance of written communication in this role, ensure your application is free from errors and clearly articulates your thoughts. Use professional language and structure your application logically.
Highlight Relevant Industry Experience: Mention any experience you have in financial services or regulated environments. This will show that you understand the context in which SmartSearch operates and can navigate its challenges effectively.
How to prepare for a job interview at SmartSearch
✨Showcase Your Customer Success Experience
Be prepared to discuss specific examples from your past roles where you successfully grew revenue and retained clients. Highlight any strategies you implemented that led to measurable results, as this will demonstrate your capability in a Customer Success Manager role.
✨Understand the Product Inside Out
Familiarise yourself with SmartSearch’s AML solutions before the interview. Being able to articulate how these products can benefit clients will show your commitment and understanding of the company’s offerings, which is crucial for driving client success.
✨Prepare for Stakeholder Conversations
Think about how you would approach discussions with various stakeholders. Prepare to share how you would facilitate contract growth and understand long-term client goals, as this aligns with the expectations of the role.
✨Emphasise Your Attention to Detail
Since excellent written communication is vital for this role, be ready to provide examples of how your attention to detail has positively impacted your previous work. This could include writing reports, creating success plans, or communicating with clients.
