Customer Success Manager - Saas

Are you a dynamic leader passionate about delivering outstanding customer service? This is an exciting opportunity to join a forward-thinking organisation that specialises in providing innovative learning and development solutions. As a CSM, you will play a pivotal role in ensuring client satisfaction, driving engagement, and supporting business growth through expert consultancy and exceptional service delivery. This hybrid role requires occasional travel to their South-West office, frequency dependent on your location.

Responsibilities

1. Lead the implementation of new client projects within existing contracts, acting as the main point of contact for internal and external stakeholders.
2. Manage client relationships, ensuring high engagement and successful adoption of learning solutions.
3. Oversee service delivery, ensuring that contractual Service Level Agreements (SLAs) are met and that any potential risks or issues are proactively managed.
4. Analyse client data to identify trends and provide strategic recommendations to enhance engagement and retention.
5. Act as a subject matter expert across the organisation\’s full range of services and solutions, identifying opportunities for upselling where appropriate.
6. Provide leadership and coaching to a team, fostering a high-performance and client-centric culture.
7. Drive process improvements and share best practices to enhance service efficiency and effectiveness.
8. Manage budgets and revenue reporting to support financial performance objectives.
9. Support recruitment and succession planning within the team, ensuring continued development and growth.

Skills

1. Strong interpersonal and communication skills, with the ability to engage effectively with senior stakeholders.
2. Commercial awareness with the ability to contribute to financial and operational objectives.
3. Ability to work in a fast-paced environment, managing multiple priorities effectively.
4. Strong analytical and problem-solving skills, with a data-driven approach to decision-making.

Education

Any related qualifications are desirable but not essential.

Experience

1. Demonstrable people management experience, including mentoring and coaching.
2. Customer success experience with learning platforms or technology is highly desirable.
3. B2B SaaS experience is a crucial element.
4. Previous experience of working to SLAs and KPIs.

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