At a Glance
- Tasks: Manage customer accounts, drive user adoption, and enhance customer retention.
- Company: Eptura, a global leader in workplace innovation and tech solutions.
- Benefits: 25 days holiday, pension, life insurance, eye care vouchers, and flexible working.
- Other info: Join a diverse team committed to creating exceptional customer experiences.
- Why this job: Shape the future of work while making a real impact on customer success.
- Qualifications: Experience in customer success, data analysis, and strong relationship-building skills.
The predicted salary is between 36000 - 60000 £ per year.
Shape the Future of Work with Eptura. At Eptura, we are a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we are redefining workplace innovation and driving success for organizations around the globe.
As a Strategic Customer Success Manager, you will manage a book of business focused on driving user adoption and customer retention. Your primary goals are to maximize growth and minimize gross churn. You’ll identify upsell opportunities, guide customers through module upgrades and training, and collaborate cross‑functionally with sales. You’ll also serve as the first point of escalation, navigating difficult conversations with key stakeholders and keeping leadership informed of at‑risk accounts.
Responsibilities
- Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business.
- Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI.
- Build strong stakeholder relationships: Develop long‑term partnerships and navigate challenging conversations with confidence.
- Drive post‑sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health.
- Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems.
- Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers.
- Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health.
- Coordinate cross‑functional support: Assemble internal teams to deliver recovery plans for distressed accounts.
- Identify usage patterns: Spot trends to improve organizational adoption of company solutions.
- Support renewals: Partner with renewal and account management teams as needed.
- Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews.
- Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives.
- Support enablement initiatives: Provide feedback and assistance to the enablement team.
- Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.
About You
- Customer success is your priority: You define success by customer outcomes, long‑term health, and reliable execution.
- Customer‑centric mindset: You’re passionate about delivering exceptional experiences.
- Data‑driven approach: You’re comfortable analyzing data and spotting patterns.
- Adaptable and open to change: You embrace new processes and continuous improvement.
- Tech‑savvy and curious: You enjoy learning and understanding products from a user perspective.
- Industry‑aware: You follow trends and use insights to enhance conversations.
- Metrics‑focused: You understand key metrics like Gross Retention, Net Retention, NPS, and health scores.
- Excel proficient: You can interpret and analyze data effectively.
- Performance‑oriented: You stay current on best practices to improve adoption, satisfaction, and revenue.
- Experience with CS tools: Familiarity with Salesforce, ChurnZero, PlanHat, Totango, and/or Gainsight.
- Customer Success expertise: Proven success managing a book of business and understanding CS as a discipline.
- Results‑driven mindset: Strong background in Customer Success or related Customer Experience functions.
Benefits
- 25 Days Holiday
- Contributory Pension
- Life Insurance (DIS)
- Eye care vouchers
- Flexible working
Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
Strategic Customer Success Manager employer: Eptura, Inc
Eptura is an exceptional employer that prioritises customer success and employee growth, offering a dynamic work culture in the heart of London. With a commitment to innovation and diversity, employees benefit from flexible working arrangements, comprehensive training, and opportunities to engage with leading global clients. Join us to shape the future of work while enjoying 25 days of holiday, a contributory pension, and a supportive environment that values every voice.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Eptura on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding Eptura's products and how they impact customer success. Show us that you’re not just another candidate, but someone who genuinely cares about driving user adoption and retention.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've managed customer relationships and driven success in previous roles. We love hearing about real-life experiences that showcase your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining the Eptura team!
We think you need these skills to ace Strategic Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Strategic Customer Success Manager role. Highlight your experience in customer success, data analysis, and relationship management to show us you’re the perfect fit!
Showcase Your Achievements:Don’t just list your responsibilities—share specific examples of how you’ve driven user adoption and improved customer retention in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who’s not only skilled but also passionate about customer success. Share your story and what motivates you to excel in this field!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Eptura, Inc
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics like Gross Retention, Net Retention, and NPS. Be ready to discuss how you've used these metrics in past roles to drive customer success and retention.
✨Showcase Your Data-Driven Mindset
Prepare examples of how you've leveraged data analytics to identify trends and improve customer experiences. Highlight specific instances where your insights led to upsell opportunities or reduced churn.
✨Demonstrate Relationship-Building Skills
Think of scenarios where you've successfully navigated challenging conversations with stakeholders. Be ready to share how you built long-term partnerships and managed risks across accounts.
✨Familiarise Yourself with Eptura's Solutions
Research Eptura's worktech solutions and understand their impact on user adoption and customer retention. This will help you articulate how you can contribute to their mission and drive post-sale success.
