Customer Success Manager

Be-Resourcing is excited to present a fantastic new role within one of Scotland's leading software businesses based in the vibrant city of Aberdeen (Hybrid / Fully remote). The Customer Success Manager (CSM) role is new within this organisation, centred on driving customer satisfaction, retention, and growth. Your primary responsibility will be to build strong relationships with customers, ensuring they maximise the value of the clients' software solutions. The CSM will be integral to the revenue growth strategy by identifying opportunities for upsell and expansion. By deeply understanding customers’ operations, challenges, and goals, you will work collaboratively with internal teams to enhance the customer experience and ensure long-term success.

Main Duties include (but are not limited to):

• Build and maintain strong, long-term relationships with customers, ensuring high satisfaction and retention.
• Maintain an in-depth awareness of products, services, industry trends and competitive landscapes.
• Proactively engage with customers to identify challenges, provide solutions, and drive product usage.
• Monitor customer engagement health scores, usage data, and feedback to proactively address risks.
• Collaborate with Sales, Product, and Support teams to ensure seamless customer experience.
• Advocate for customers internally, influencing product development and enhancements based on feedback.
• Encourage customer participation in feedback surveys, product workshops, and user group events.
• Maintain detailed and up-to-date customer account plans, activities and pipeline in Salesforce and other CRM tools.
• Conduct regular check-ins, business reviews, and training sessions with customers (international travel will be required on a regular basis).
• Identify upsell and expansion opportunities by understanding customer needs and business objectives.
• Prepare and deliver sales presentations and product demonstrations as needed.
• Prepare accurate sales documentation, quotes, and proposals.
• Travel as required (25%) throughout the UK and internationally to fully meet the requirements of the role.

We’d love to chat if you have:

• A Bachelor's degree in Business, Marketing or a related field.
• 5+ years’ experience in a Customer Relationships/Account Management role.
• Passion for building strong customer relationships and delivering value.
• Ability to recognise revenue opportunities and align customer needs with business growth strategies.
• Experience analysing customer usage data to identify trends and areas for improvement.
• Familiarity with distilling, manufacturing, or production processes is a plus.
• Ability to manage multiple customers, projects, and priorities efficiently.
• Proficiency in CRM tools (i.e., Salesforce, HubSpot, etc.).
• Working knowledge of marketing and sales principles.
• Excellent written and conversational communication skills.
• Adept at working with cross-functional teams to exceed customer expectations.
• A current valid driving licence.
• A willingness and ability to travel nationally / internationally (25%).
• Currently holds independent right to work in the UK.

It’s not a deal breaker but we would really like it if you also had:

• Knowledge of the distilled spirits industry would be a distinct advantage.
• Knowledge or experience of Warehousing & Logistics.

You’ll enjoy excellent benefits including:

• Competitive base salary + a market-leading discretionary bonus.
• Remote-first working.
• 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year.
• Progressive parental leave policies.
• Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection.
• 5% employer pension contribution.
• Regular in-person team events.
• Funded training and development programs.
• Work from home office equipment allowance.

If this sounds like the role for you, feel free to apply directly or get in touch for more information!