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- Tasks: Guide customers through onboarding and ensure they succeed with our GRC platform.
- Company: Empowered is a fast-growing leader in Governance, Risk, and Compliance solutions.
- Benefits: Enjoy competitive salary, performance bonuses, health insurance, and paid time off.
- Why this job: Join a mission-driven team focused on customer success and innovative solutions.
- Qualifications: 3+ years in customer success or account management, preferably in SaaS.
- Other info: Remote work with occasional travel; multilingual skills are a plus.
The predicted salary is between 36000 - 60000 £ per year.
Location: Remote (with occasional travel as needed)
Department: Customer Success
Reports To: Chief Revenue Officer (CRO)
About Empowered
Empowered is a leading provider of the Empowered GRC Platform, a cutting-edge solution that helps organizations streamline Governance, Risk, and Compliance (GRC) processes. We are a fast-growing company committed to delivering innovative solutions and exceptional customer experiences.
As a Customer Success Manager (CSM), you will play a pivotal role in ensuring our customers achieve their goals with the Empowered GRC Platform. You will act as the customer’s advocate within Empowered, helping to drive adoption, deliver value, and foster long-term partnerships.
Key Responsibilities
Customer Engagement & Onboarding
- Guide new customers through a seamless onboarding process, ensuring they are set up for success with the Empowered GRC Platform.
- Conduct product training sessions, tailored to the customer’s specific needs.
Relationship Management
- Build and nurture strong relationships with key customer stakeholders to ensure satisfaction and long-term retention.
- Act as the primary point of contact for assigned accounts, resolving issues and escalating as necessary.
Adoption & Value Realization
- Proactively monitor customer usage and engagement metrics to identify areas for improvement.
- Partner with customers to define success criteria and align the Empowered GRC Platform to their business goals.
- Provide best practices and recommendations to help customers maximize the value of the platform.
Partnership Development
- Act as a strategic advisor to customers, identifying opportunities to expand collaboration and deepen relationships.
- Collaborate with customers to develop long-term strategies for success with the Empowered GRC Platform.
- Facilitate open communication and regular check-ins to ensure alignment with customer needs and business objectives.
Advocacy & Growth
- Advocate for customer needs internally, collaborating with product, sales, and support teams to enhance the customer experience.
- Identify and act on upsell or cross-sell opportunities, collaborating with the sales team to drive account growth.
Feedback & Reporting
- Gather customer feedback to share with the product team to drive platform improvements.
- Regularly provide updates on account health and key metrics to internal stakeholders.
Additional Variable Compensation Opportunities
- Eligible for performance-based compensation on net new module sales and upsells within existing customer accounts.
- Collaborate with the sales team to close additional module opportunities and ensure seamless integration and onboarding of new solutions.
- Maintain a balanced focus on customer success and driving revenue growth by identifying and executing on new opportunities within assigned accounts.
Qualifications
Experience
- 3+ years in a customer success, account management, or related role, preferably in SaaS or GRC software.
- Proven track record of managing and growing customer accounts.
Skills
- Strong communication and interpersonal skills with the ability to build trusted relationships.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Problem-solving abilities and a customer-first mindset.
- Proficiency with CRM and customer success tools (e.g., Salesforce, Gainsight, or similar platforms).
Education
- Bachelor’s degree in business, communications, or a related field (or equivalent experience), preferred but not required.
Bonus Qualifications
- Knowledge of Governance, Risk, and Compliance processes or software.
- Experience working with mid-market and enterprise-level customers.
- Multilingual capabilities are a plus.
What We Offer
- Competitive salary and performance-based bonuses, including sell-side incentives.
- Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
- Opportunities for professional growth and development.
- A collaborative, inclusive, and innovative work environment.
Empowered is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you’re passionate about helping customers succeed and thrive in a fast-paced, mission-driven company, we want to hear from you!
Customer Success Manager (Europe) employer: Empowered - Governance Risk and Compliance (GRC) Software
Contact Detail:
Empowered - Governance Risk and Compliance (GRC) Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Europe)
✨Tip Number 1
Familiarize yourself with the Empowered GRC Platform and its features. Understanding the product inside and out will help you engage with customers more effectively and demonstrate your expertise during interviews.
✨Tip Number 2
Highlight your experience in customer success or account management, especially in SaaS or GRC software. Be ready to share specific examples of how you've successfully managed customer relationships and driven adoption in previous roles.
✨Tip Number 3
Showcase your analytical skills by preparing to discuss how you've used data to improve customer engagement and satisfaction. Being able to interpret metrics and derive actionable insights is crucial for this role.
✨Tip Number 4
Demonstrate your problem-solving abilities and customer-first mindset during conversations. Prepare scenarios where you've successfully resolved customer issues or advocated for their needs within your organization.
We think you need these skills to ace Customer Success Manager (Europe)
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Success Manager position. Understand the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer success, account management, or SaaS. Emphasize your achievements in managing customer accounts and driving adoption of software solutions.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of Governance, Risk, and Compliance processes. Use specific examples from your past experiences to demonstrate how you can add value to Empowered.
Showcase Your Skills: In your application, emphasize your strong communication skills, analytical mindset, and problem-solving abilities. Mention any experience with CRM tools like Salesforce or Gainsight, as well as your ability to build trusted relationships with customers.
How to prepare for a job interview at Empowered - Governance Risk and Compliance (GRC) Software
✨Understand the Empowered GRC Platform
Before your interview, take the time to familiarize yourself with the Empowered GRC Platform. Understand its features, benefits, and how it helps organizations streamline their Governance, Risk, and Compliance processes. This knowledge will allow you to speak confidently about how you can help customers achieve their goals.
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous experience in customer success or account management roles. Highlight specific examples where you successfully managed customer accounts, drove adoption, and fostered long-term relationships. Use metrics to demonstrate your impact on customer satisfaction and retention.
✨Demonstrate Strong Communication Skills
As a Customer Success Manager, strong communication skills are essential. Practice articulating your thoughts clearly and concisely. Be ready to discuss how you would conduct product training sessions and engage with customers to ensure they are satisfied and achieving value from the platform.
✨Prepare for Problem-Solving Scenarios
Expect to encounter questions that assess your problem-solving abilities. Think of scenarios where you had to resolve customer issues or improve engagement metrics. Be ready to explain your thought process and the steps you took to achieve positive outcomes for your customers.
