At a Glance
- Tasks: Own customer relationships, ensuring success and growth through onboarding, retention, and expansion.
- Company: Join a dynamic team as the first Customer Success Manager in the UK.
- Benefits: Competitive salary, autonomy in your role, and opportunity to shape customer success strategies.
- Other info: Be part of a collaborative culture that values ownership, teamwork, and transparency.
- Why this job: Make a real impact by building strong customer relationships and driving their success.
- Qualifications: Strong commercial instincts and experience in managing customer accounts independently.
The predicted salary is between 45000 - 55000 £ per year.
About the role
This is a foundational hire. You will own the full post-sale relationship for a book of UK accounts, including onboarding, adoption, retention, and expansion. Your mission is to make customers so successful with us that they stay and grow. You will work towards 99% gross retention and 130% net revenue retention across your book. You will work closely with our Implementation Specialist, who owns technical implementation and configuration. You will own the commercial relationship with each customer from onboarding through renewal and expansion.
What you will do
- Own a book of accounts, with a clear view of each customer’s ARR, renewal date, health, success goals, and risks.
- Build strong relationships with customer stakeholders, including senior decision-makers.
- Own the full renewal pipeline, ensuring every renewal is tracked, forecasted, and actively managed.
- Run structured check-ins, value reviews, QBRs, and renewal conversations.
- Identify and close expansion opportunities, including upsell, cross-sell, and seat growth.
- Spot early churn and downgrade risks, understand the underlying issues, and take action before they escalate.
- Create value realization plans and show customers the measurable outcomes we deliver.
- Maintain a documented success plan for every account and review it with customers at least once per quarter.
- Translate customer feedback into clear, actionable input for the product team.
- Work closely with Implementation to ensure a smooth transition from implementation into ongoing Customer Success.
- Help shape our Customer Success approach in the UK as our first CSM in the market.
What your first 90 days will look like?
- Month 1: Complete onboarding on the product, customer base, and renewal and expansion process. Map your assigned book by ARR, renewal date, and customer health. Complete check-in calls with your highest-value accounts. Identify accounts at risk of churn or downgrade. Take full ownership of customer communication across the book. Run your first renewal conversations.
- Month 2: Own the full renewal pipeline for your book. Close or renew at least 90% of accounts due for renewal during the month. Close at least three expansion opportunities sourced from your book. Deliver QBRs to at least five of your highest-value accounts.
- Month 3: Be on a documented, on-track path to 99% gross retention and 130% net revenue retention. Ensure every account has a documented success plan. Establish fully independent ownership of the commercial relationship for every account. Share the most important recurring customer and product feedback with the product team.
What we are looking for
- Strong commercial instincts and confidence owning renewal, upsell, and cross-sell conversations.
- A track record of achieving or exceeding gross retention and net revenue retention targets.
- Experience building genuine customer relationships and understanding what value means to each customer.
- Confidence running structured check-ins, QBRs, and renewal conversations with stakeholders at multiple levels.
- The ability to identify churn risk early and take decisive action.
- Experience managing a book of accounts independently and prioritising time across multiple customer relationships.
- Strong written and verbal communication skills.
- A structured, organised approach, with a habit of documenting decisions and following up.
- An understanding of the UK commercial and retail market.
- The ambition and ownership to help build a Customer Success function in a new market.
How we work
We value: Extreme ownership, Teamwork, Ambition, Customer focus, Proactivity, Honesty, Transparency.
Why join Us?
You will be our first Customer Success Manager in the UK. Based in our London office, you will have the autonomy to shape how we manage and grow customer relationships in the market, while working closely with the wider team as we scale.
Customer Success Manager employer: Ellison Coast
As a leading employer in the technology sector, we offer an innovative work environment that fosters creativity and collaboration. Our commitment to employee growth is evident through continuous learning opportunities and hands-on projects that allow you to take ownership of your work. Located in a vibrant area, our company culture promotes a healthy work-life balance while providing access to cutting-edge technology and resources, making it an ideal place for passionate technical professionals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ellison Coast. 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 Ellison Coast 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
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 Ellison Coast:Your cover letter is your chance to shine! Tell us why you want to work at Ellison Coast 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 Ellison Coast!
How to prepare for a job interview at Ellison Coast
✨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.
