At a Glance
- Tasks: Drive customer success, retention, and expansion while managing a portfolio of growth segment customers.
- Company: Join Celerity, a dynamic tech company focused on customer value and innovation.
- Benefits: Enjoy competitive salary, professional development, and the chance to shape customer success.
- Other info: Be part of a high-performing team with genuine autonomy and excellent career growth opportunities.
- Why this job: Make a real impact by helping customers achieve their goals and driving business growth.
- Qualifications: Experience in customer success or account management within B2B software is essential.
The predicted salary is between 45000 - 55000 £ per year.
The Customer Success Manager is responsible for driving customer value realisation, retention and expansion within Celerity's growth segment customer base.
You will own the customer lifecycle from onboarding through to advocacy, building and maintaining strong relationships that secure renewals, generate expansion opportunity and make a positive impact on Net Revenue Retention (NRR) and our Net Promoter Score (NPS).
Working closely with the Head of Customer Success, Sales, Account Mangement, Marketing, Technical and Delivery teams, you will manage a portfolio of 50-75 growth segment customers, ensuring they realise value from their investment and achieve their business objectives.
You will play a critical role in shaping Celerity's evolving Customer Success function, driving process development, and contributing to the team's positive image and reputation both within Celerity and externally.
The ideal candidate will have previous experience in a customer success, account management or customer-facing role within B2B software, technology or professional services, driving customer retention, expansion and Net Revenue Retention.
You should have a strong understanding of Saa S and subscription business models, including key metrics (NRR, GRR, churn, NPS), managing customer lifecycles and use of CRM and sales tools (Salesforce, Hub Spot or similar).
You will demonstrate commercial acumen and excellent relationship and stakeholder management alongside the ability to manage multiple priorities in a fast paced environment.
This is an excellent opportunity for a self-motivated, commercially-minded professional who thrives in a dynamic, fast-growing environment.
You'll be part of a small, high-performing Customer Success team with genuine autonomy, clear ownership and the chance to shape how customer success operates at Celerity as we scale.
You'll work closely with technical and commercial teams across the business, gaining exposure to cutting-edge technology and enterprise clients.
Role & Responsibilities
Customer Onboarding & Implementation Partner with sales and delivery teams to develop tailored onboarding plans for new customers including Customer Success Plans.
Own the customer onboarding experience, ensuring successful system adoption and time-to-value.
Establish executive relationships and set expectations for ongoing support and strategic engagement.
Track onboarding milestones and proactively resolve blockers to ensure smooth implementation.
Service Delivery & Strategic Reviews Conduct regular business reviews and quarterly strategic business reviews (QBRs) with key accounts.
Monitor customer health metrics, identify at-risk accounts and take proactive measures to prevent churn.
Ensure customers are realising value and achieving their desired business outcomes.
Manage escalations professionally and work across the business to resolve customer issues.
Relationship & Account Management Build and maintain strong executive relationships across customer accounts.
Understand customer business objectives, challenges and opportunities for expansion.
Work collaboratively with internal technical teams to ensure first-class service delivery.
Act as the voice of the customer, providing feedback to product and commercial teams.
Expansion & Lead Generation Identify expansion and upsell opportunities within the existing customer base.
Collaborate with Sales on pipeline development and deal support.
Generate qualified leads and referral opportunities through strong customer relationships.
Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) metrics.
Working with Marketing on the development of customer references and case studies.
Process Development & Collaboration Contribute to the development of Customer Success processes, playbooks and best practices.
Work cross-functionally with Technical, Delivery, Sales and Commercial teams to align on customer outcomes.
Share insights and learnings to improve the overall customer experience and CS function.
Support wider CS initiatives and team goals as required.
Performance & Metrics Maintain accurate customer records and activity tracking in CRM.
Monitor and report on key CS metrics (NRR, GRR, NPS, churn, lead gen, time-to-value).
Analyse customer health and engagement data to identify trends and plan customer management accordingly.
Present performance insights and recommendations to senior stakeholders.
Collaboration Work collaboratively with Customer Success colleagues, Sales, Account Management, Marketing, Technical and Delivery teams to align objectives to drive customer and business outcomes.
Collaboration with key business partners.
Support wider Customer Success initiatives where required.
Contribute to a high-performing, collaborative Customer Success team.
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Customer Success Manager in York employer: Celerity
Celerity is an exceptional employer that fosters a dynamic and collaborative work culture, perfect for a Customer Success Manager looking to make a meaningful impact. With a focus on employee growth and autonomy, you will have the opportunity to shape the Customer Success function while working alongside cutting-edge technology and enterprise clients. Our commitment to professional development, coupled with a supportive team environment, ensures that you can thrive and advance your career in this fast-paced, innovative setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in York
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Celerity. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Celerity before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in York
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Celerity:Your cover letter is your chance to shine! Tell us why you want to work at Celerity specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Celerity!
How to prepare for a job interview at Celerity
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
