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- Tasks: Drive customer success and growth through strategic account management and relationship building.
- Company: Join a global tech company dedicated to protecting people and the planet.
- Benefits: Enjoy generous paid time off, health coverage, and accelerated learning paths.
- Why this job: Make a meaningful impact while working with industry experts in a supportive environment.
- Qualifications: 6+ years in SaaS customer success and strong key account management experience.
- Other info: Inclusive culture that values diversity and personal growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Want to be a part of a company that’s making a difference? We’re a growing global tech company, committed to delivering solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.
Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.
Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.
Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector. We need everyone’s energy and commitment to make our mission a reality for millions more customers.
Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together. Join EcoOnline and be part of a mission dedicated to driving positive change.
About the Role
The Senior Customer Success Manager holds responsibility for accelerating growth and profitability from our customer accounts, utilising account management methodologies to understand and support clients’ strategy and challenges.
Key Responsibilities
- Account mapping (understand the business and strategy)
- Stakeholder identification and management requirements
- MI requirements
- Life cycle management (Onboarding, adoption, maintenance, development, renewal)
- Deliver the optimum customer success management service – develop a shared roadmap and action plan to deliver greater value, extend the reach of key contacts and deliver growth revenues with Key Account organisations
- Consult with and manage account stakeholders, to maximise service delivery performance in a consistent and sustainable way
- Maintain strong market knowledge, including competitor and regulatory activity, to ensure threats and opportunities are quickly identified
- Support line manager to deliver broader group related goals
- Management of assigned Key Accounts, to include:
- Accountable for managing contracts & renewals
- Finance enquiries/invoicing escalation
- PO Escalation
- Quarterly/Biannually client Review Meetings
- Identification of upsell and Cross Sell opportunities
- Support sales process, working closely with sales function to maximise NRR
- Play an integral role in the design of the product development roadmap
- Support the design and execution of the go to market strategy
What we’re looking for
- 6+ years of experience in similar role in a SaaS environment
- Strong Key Account Management experience within a SaaS business (2+ years)
- Support in the Consultative solution selling experience, through proper understanding of needs and qualification of opportunities for revenue team
- Highly competent with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, O365, Dynamics CRM)
- Excellent influencing abilities/people management skills
- Proven track record in similar role
- Extensive demonstrable experience to build and develop interpersonal relationships externally and internally especially with C Suite key stakeholders
Our Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures.
Senior Customer Success Manager employer: EcoOnline
Contact Detail:
EcoOnline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and the company culture; it’ll give you insider info and show your genuine interest.
✨Tip Number 2
Prepare for the interview by researching the company’s mission and values. Be ready to discuss how your experience aligns with their goals, especially around customer success and innovation. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! You want to clearly articulate how you can add value to their team. Focus on your key account management skills and any relevant successes you've had in previous roles. Confidence is key!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email reiterating your excitement about the role can set you apart from other candidates. Plus, it shows you’re proactive and genuinely interested in joining their mission.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for our mission shine through! We want to see how your values align with ours and how you can contribute to making a positive impact.
Tailor Your Experience: Make sure to highlight your relevant experience in customer success and account management. We’re looking for specific examples that demonstrate your skills and how they relate to the role of Senior Customer Success Manager.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that make it easy for us to see your qualifications.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at EcoOnline
✨Know the Mission
Before your interview, dive deep into the company's mission and values. Understand how they protect people and the planet, and think about how your experience aligns with this. Being able to articulate your connection to their mission will show genuine interest and commitment.
✨Master Key Account Management
Brush up on your key account management skills, especially in a SaaS context. Be ready to discuss specific strategies you've used to manage accounts effectively, including stakeholder management and lifecycle processes. Prepare examples that highlight your consultative selling experience.
✨Showcase Your Market Knowledge
Stay updated on industry trends, competitor activities, and regulatory changes relevant to the company. During the interview, demonstrate your understanding of these factors and how they could impact customer success. This will position you as a knowledgeable candidate who can add value from day one.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and influencing skills. Think of past experiences where you successfully navigated challenges with clients or stakeholders. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
