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For Companies At a Glance
- Tasks: Manage customer relationships and ensure their success with our platform.
- Company: Clinked is a SaaS company focused on enhancing client communication and project management.
- Benefits: Enjoy a competitive salary, flexible remote work, and career growth opportunities.
- Why this job: Join a dynamic team where you can make a real impact on customer success and business growth.
- Qualifications: Experience in Customer Success or Account Management within the SaaS industry is essential.
- Other info: Lead a team of 3 and collaborate across departments to drive customer satisfaction.
The predicted salary is between 36000 - 60000 £ per year.
Client Success/Support Manager
Location: Remote, UK business hours (but some flexibility is expected to accommodate our US-based clients)
Hours: Full-time, 40 hours per week
About Us:
Clinked is a secure and collaborative platform for client communication, and project management. We empower businesses by providing tailored solutions that enhance workflows, strengthen client relationships, and drive measurable outcomes. As a SaaS company, we pride ourselves on delivering exceptional value to our customers and fostering long-term partnerships.
Role Overview
We’re seeking an experienced and proactive Client Success/Support Manager to join our growing team. This pivotal role focuses on customer success while overseeing support operations. You’ll be instrumental in driving retention, expanding customer value, and ensuring every customer experiences success with Clinked.
Key Responsibilities
Client Success
Account Management:
- Build and maintain strong relationships with customers, focusing on their goals, challenges, and success milestones.
- Actively manage high-value accounts, ensuring their satisfaction and success.
- Develop and implement strategies to reduce churn and enhance customer retention.
Growth & Advocacy:
- Identify opportunities for upselling and cross-selling that align with customer needs.
- Gather and leverage customer feedback, testimonials, and referrals to strengthen the customer lifecycle.
Health Monitoring:
- Track customer health metrics, including product adoption and engagement, to identify and address risks proactively.
- Develop playbooks and initiatives that drive improvements in customer satisfaction and outcomes.
Team Leadership
Team Management:
- Lead, mentor, and develop a team of 3 Customer Success Executives, fostering a collaborative and performance-driven culture.
- Conduct regular 1:1s and team meetings to align objectives, review performance, and provide training.
Customer Support Oversight
Operational Excellence:
- Ensure customer tickets are triaged, resolved efficiently, following the company’s CS playbook.
- Continuously optimize support workflows and tools to improve response times and resolution rates.
Cross-Functional Collaboration
Alignment:
- Collaborate with Sales, Marketing, and Product teams to align customer success initiatives with broader company objectives.
- Provide insights and feedback from customers to influence product development and roadmap priorities.
Reporting:
- Analyse and present data on churn rates, Net Promoter Score (NPS), customer satisfaction, and team performance.
- Participate in weekly meetings with the CEO and Head of Growth to review KPIs, discuss progress, and strategise on improvement areas.
Key Metrics for Success
- Retention / Churn Targets: Drive initiatives to minimize churn and maximise retention.
- Account Growth: Increase Annual Contract Value (ACV) through effective upselling and cross-selling.
- Customer Satisfaction: Achieve high Net Promoter Scores (NPS) and other customer success metrics.
- Team Performance: Ensure the team meets or exceeds KPIs, including ticket resolution times and customer health scores.
What We’re Looking For
Essential Skills & Experience
- Customer Success Expertise: Proven experience in a Customer Success or Account Management role within the SaaS industry.
- People Management: Strong background in managing and mentoring teams, with a focus on driving results.
- Analytical Skills: Data-driven approach with experience using metrics to inform strategies and decisions.
- Tools Proficiency: Hands-on experience with tools such as HubSpot (or similar CRMs), Google Sheets, and ticketing systems.
- Strategic Thinking: Ability to align customer success strategies with broader business goals and identify growth opportunities.
- Problem Solving: Demonstrated aptitude for troubleshooting customer issues and ensuring seamless escalation processes.
Desired Attributes
- Empathy and customer-centric mindset.
- Exceptional organisational skills and attention to detail.
- Strong communication skills, both written and verbal.
- Flexibility to adapt in a fast-paced environment.
- A proactive approach to learning and staying updated on industry best practices.
What We Offer
- Competitive salary.
- Opportunities for career growth in a dynamic SaaS environment.
- A collaborative and supportive remote work culture.
- Flexible working arrangements
- The chance to make a meaningful impact on our customers’ success and the growth of our business.
Customer Success Manager employer: Clinked.com
Contact Detail:
Clinked.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarize yourself with the SaaS industry and Clinked's specific offerings. Understanding the platform's features and how they benefit clients will help you articulate your value during interviews.
✨Tip Number 2
Highlight your experience in managing customer relationships and driving retention. Be prepared to share specific examples of how you've successfully reduced churn or increased customer satisfaction in previous roles.
✨Tip Number 3
Demonstrate your analytical skills by discussing how you've used data to inform your strategies. Prepare to talk about metrics you've tracked, such as NPS or customer health scores, and how they influenced your decision-making.
✨Tip Number 4
Showcase your leadership abilities by sharing experiences where you've mentored or developed a team. Discuss how you foster collaboration and drive performance within your team to align with Clinked's goals.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Success Manager position at Clinked. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer success or account management within the SaaS industry. Emphasize your people management skills and any analytical achievements that demonstrate your data-driven approach.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of Clinked's mission. Mention specific examples of how you've driven customer retention and satisfaction in previous roles.
Highlight Relevant Tools Experience: Make sure to mention your proficiency with tools like HubSpot, Google Sheets, and ticketing systems in your application. This will show that you have the technical skills necessary to excel in the role.
How to prepare for a job interview at Clinked.com
✨Showcase Your Customer Success Expertise
Be prepared to discuss your previous experience in customer success or account management, especially within the SaaS industry. Highlight specific examples where you successfully managed high-value accounts and drove customer satisfaction.
✨Demonstrate Analytical Skills
Bring data-driven insights to the table. Be ready to talk about how you've used metrics to inform your strategies and decisions in past roles. This will show that you understand the importance of tracking customer health metrics.
✨Emphasize Team Leadership Experience
Since this role involves leading a team, share your experiences in managing and mentoring others. Discuss how you foster a collaborative culture and drive performance within your team.
✨Prepare for Cross-Functional Collaboration
Think about examples where you've worked with other departments like Sales, Marketing, or Product teams. Be ready to explain how you aligned customer success initiatives with broader company objectives and contributed to product development.
