At a Glance
- Tasks: Manage customer accounts, drive user adoption, and ensure customer satisfaction.
- Company: Join Eptura, a global leader in workplace innovation and tech solutions.
- Benefits: Enjoy 25 days holiday, flexible working, and a contributory pension.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Shape the future of work while making a real impact on customer success.
- Qualifications: Experience in customer success and strong data analysis skills required.
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 (preferably French speaking), 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.
- Language proficiency: French proficiency preferred; German language skills are a nice-to-have.
- 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. We promote a flexible workspace environment free from discrimination. 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
Eptura is an exceptional employer that champions a culture of innovation and inclusivity, making it an ideal place for a Strategic Customer Success Manager to thrive. With a commitment to employee growth, flexible working arrangements, and a diverse environment, Eptura empowers its team members to drive meaningful change in the tech industry while enjoying a comprehensive benefits package, including 25 days of holiday and a contributory pension. Located in London, you will be part of a global leader trusted by Fortune 500 companies, where your contributions directly impact the future of work.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research the company, understand their products, and think about how your skills can help them succeed. Practice common interview questions and be ready to discuss your past experiences in customer success.
✨Tip Number 3
Show off your data skills! Since this role is all about metrics and analytics, be prepared to discuss how you've used data to drive customer success in the past. Bring examples of how you’ve identified trends or improved retention rates.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. It shows initiative and gives you a better chance to stand out in the crowd. Don’t miss out on the opportunity!
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 or improved 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’s super easy!
How to prepare for a job interview at Eptura
✨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 Approach
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 Stakeholder Management Skills
Think of challenging conversations you've navigated with stakeholders. Be prepared to share these experiences, focusing on how you built relationships and resolved conflicts while keeping customer satisfaction at the forefront.
✨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 align with their customer-centric mindset.
