Senior Customer Success Manager

The Institution of Civil Engineers (ICE) is a 97,000-strong global membership organisation with over two hundred years of history. It is a centre of engineering excellence, qualifying engineers and helping them maintain lifelong competence, assuring society that the infrastructure they create is safe, dependable and well designed. Its network of experts offers trusted, impartial advice to politicians and decision makers on how to build and adapt infrastructure to create a more sustainable world. We are committed to innovation and continuous improvement in technology to support the evolving needs of our business. As we continue to grow and enhance our operations, we are seeking a highly skilled and motivated Senior Customer Success Manager to join our dynamic team in Westminster.

The ICE is currently seeking a Senior Customer Success Manager to help build out the strategy and process of a world class Customer Success Function and operationally to ensure clients achieve their goals and maximise the value of the company’s offerings. Focusing on implementation of customer lifecycle management allied with tactical onboarding, training, and support needs, the role identifies opportunities for growth while fostering long-term partnerships, reducing churn, and supporting company success.

Responsibilities:

• Strategic design, implementation and operationalising the customer success function.
• Key partner in designing and implementing customer lifecycle management.
• Develop and implement scalable processes for onboarding, training, and support.
• Build and maintain strong relationships with clients to ensure satisfaction and loyalty.
• Onboard new customers, guiding them through product adoption and best practices.
• Act as the primary point of contact for customer inquiries, troubleshooting, and escalations.
• Monitor customer health metrics, proactively addressing risks and identifying opportunities for upselling or expansion.
• Advocate for customers by relaying feedback to internal teams for product or service improvements.
• Maintain accurate records of customer interactions, feedback, and outcomes in CRM systems.
• Create and deliver regular reports on customer performance metrics and churn rates.
• Collaborate with cross-functional teams to align efforts and enhance the customer experience.
• Ensure timely and effective resolution of customer issues in line with service level agreements (SLAs).
• Foster a customer-focused culture within the team through regular coaching and feedback.
• Collaborate with sales, product, and marketing teams to share insights and drive alignment.
• Represent the voice of the customer in internal meetings and initiatives.
• Drive customer retention and renewal rates to meet or exceed revenue targets.
• Identify upselling and cross-selling opportunities to increase account value.
• Contribute to the reduction of churn by ensuring proactive engagement and customer satisfaction.

Skills and Attributes:

• Strong communication and interpersonal skills to build and maintain customer relationships.
• Proficiency in using Customer Relationship Management (CRM) tools (e.g., Salesforce, HubSpot).
• Analytical skills to interpret customer data and identify trends or risks.
• Problem-solving abilities to address customer issues effectively and provide actionable solutions.
• Project management skills for handling onboarding, renewals, and escalations efficiently.
• Presentation and training skills to guide customers through product features and best practices.
• Knowledge of customer success best practices and metrics such as Net Promoter Score (NPS) or Customer Lifetime Value (CLV).
• Technical aptitude to understand and explain product features and resolve basic issues.
• Ability to manage multiple accounts and prioritise tasks effectively.
• Demonstrable experience in a customer-facing role such as Customer Success, Account Management, or Support.
• Experience with customer engagement strategies, including onboarding, retention, and upselling.
• Proven track record of achieving or exceeding customer satisfaction and retention goals.
• Experience working with cross-functional teams, including sales, product, and marketing.
• Resilience and adaptability to manage complex customer relationships and resolve escalations.
• Team-oriented attitude with the ability to collaborate effectively across departments.
• A strong sense of accountability and ownership over customer outcomes.
• Empathy and active listening skills to understand and address customer needs comprehensively.
• Continuous learning mindset to stay updated on product developments and industry trends.

ICE Group is an equal opportunities employer and welcomes applications from all sections of the community.