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For Companies At a Glance
- Tasks: Lead customer success initiatives and drive value for clients through strategic engagement.
- Company: Dynamic software company in Shoreditch with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving product adoption.
- Qualifications: 7+ years in Customer Success, strong communication skills, and a passion for client success.
- Other info: Join a collaborative team and contribute to thought leadership in the industry.
The predicted salary is between 48000 - 72000 ÂŁ per year.
Job Title: Senior Customer Success Manager
Location: Shoreditch (Hybrid – 3 days per week onsite)
Duration: 12 months contract initially (Mat. Cover)
Overview
The Opportunity: Lead the post-sales customer experience, driving adoption and value for customers.
What you’ll do
- Lead customer success with mutual success plans, engagement strategies, and impactful frameworks.
- Accountable for the customer’s overall success with the client, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization.
- Coordinate customer interactions, establish success criteria, and maintain communication alignment across all levels.
- Network within accounts to achieve successful execution of the client\’s strategy and roadmap.
- Deliver an outstanding customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals.
- Drive adoption of client products – using data to provide insights and progress from baseline through the maturity curve.
- Champion innovation by sharing industry trends and new ways customers can use the client’s solutions to advance their digital maturity.
- Identify customer risk, and collaborate with the extended client’s team to build and activate “get well” plans.
- Be the voice of the customer internally at the client – sharing strategic use-cases, process improvements, and asks back into the internal ecosystem.
- Contribute to Customer Success thought leadership and share standard methodologies and feedback across the organization to continuously improve our approach.
What you need to succeed
- Bachelor’s Degree and/or relevant work experience
- 7+ years of Customer Success experience in Software as a Service, Digital Marketing
- Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value
- Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships
- Ability to prioritize, multi-task, and perform in a fast-paced environment
- Exceptional organizational, presentation, and communication skills, both verbal and written
- Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
- Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
- Effective at leading executive C-level discussions and presentations
- Flexibility to travel (approx. 20%).
Seniority level
- Mid-Senior level
Employment type
- Contract
Industry
- Software Development and IT System Custom Software Development
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Customer Success Manager employer: eTeam
Contact Detail:
eTeam Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 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 on LinkedIn. The more connections we make, the better our chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills in interviews! Prepare to discuss specific examples of how you've driven customer success in the past. We want to hear about those measurable outcomes and how you’ve helped clients achieve their goals. Be ready to impress!
✨Tip Number 3
Research the company inside out! Understand their products, culture, and customer base. This will help us tailor our conversations and show that we’re genuinely interested in helping them succeed as a Customer Success Manager.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you note to express our appreciation for the opportunity. It’s a great way to keep us on their radar and show that we’re enthusiastic about the role.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in driving customer success and any specific achievements that align with the job description.
Showcase Your Communication Skills: Since strong communication is key for this role, use your application to demonstrate your verbal and written skills. Consider including examples of how you've effectively navigated conflicts or built partnerships in previous roles.
Highlight Your Industry Knowledge: Mention any experience you have in software, digital marketing, or data platforms. This will show us that you understand the landscape and can contribute to our customers' success right from the start.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at eTeam
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how to measure customer health and adoption rates, as well as how to use data to drive insights. This will show your potential employer that you’re not just familiar with the concepts but can also apply them effectively.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to describe how you would handle specific customer situations. Think of examples from your past experience where you successfully drove customer engagement or resolved conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Showcase Your Communication Skills
As a Customer Success Manager, strong communication is key. During the interview, demonstrate your ability to articulate ideas clearly and engage in meaningful dialogue. Practice explaining complex concepts in simple terms, as this will reflect your capability to communicate effectively with clients at all levels.
✨Research the Company’s Products and Industry Trends
Familiarise yourself with the company’s products and the latest trends in digital marketing and software solutions. Be ready to discuss how these trends can impact customer success strategies. This knowledge will not only impress your interviewers but also position you as a proactive candidate who is genuinely interested in the role.
