Customer Success Manager in London

Fabacus is a London-based, independent technology business with an industry-leading team and global clients. Fabacus was founded on the ambition to transform brands through the power of data and is revolutionising the way that the licensing industry uses data to optimise their consumer products' business operations. Fabacus’ client base operates across various sectors from Character Entertainment to Gaming and Sports, and includes top-tier businesses, such as NBC Universal, Paramount, Hasbro, Warner Bros, IMG Group, Epic Games (Fortnite), UFC, Fanatics and more. Fabacus facilitates the creation of digital product catalogues for these intellectual property (IP) owners by working directly with their licensees to capture product-level data to unlock significant benefits for all parties.

Role Summary

You will be helping to grow the business, engaging with our clients and customers as part of the Customer Success team, with responsibility for successful customer engagement, onboarding and advocacy with the accounts you’re nominated to work with. This role is about delivering customer value through demonstrable ROI, driving adoption of the product and developing future opportunities through customer retention, expansion and growth. You’ll be working extensively with tools such as Hubspot and utilising LinkedIn Sales Navigator, Fireflies AI and Cognism. Knowledge of these tools is desirable but not essential. Working directly with leading global brands and their licensee partners, attending meetings with relevant stakeholders across various functions as required and ensuring all activities are reflected on Hubspot to track and report progress.

Role Requirements

• Work with and support sales efforts with SDR/BDRs post engagement and on future opportunities (including onboardings).
• Happy working within a fast paced, proactive environment.
• Work closely with the Business Development team to identify expansion opportunities.
• Retain customers through excellent relationship building and proof of ROI, keeping in line with KPI renewal rates.
• Support in the CS lifecycle including success planning, QBR’s and Risk Management.
• Use of a health score matrix to analyse account health.
• Engage through meeting customers ‘where they are’ and support in their success and expansion under direction from the Customer Success Director.
• Use HubSpot for customer success management activity and planning.
• Comfortable owning commercial conversations.

Key Responsibilities

• Customer Management: Manage a portfolio of VIP customers, overseeing the onboarding and adoption of the Xelacore platform.
• Relationship Management: Develop strong, trusted-advisor relationships with customers and partners, including senior stakeholders, to understand their goals and guide them towards successful outcomes.
• Primary contact: Act as the primary point of contact for customers, managing day-to-day communication, coordinating Fabacus resources, and owning issue resolution.
• Engagement: Oversee the end-to-end customer journey, including onboarding, implementation, Go Live Reviews, adoption, and ongoing optimisation to ensure rapid time to value.
• Effective customer planning and management: Maintain and deliver Customer Success Plans for each customer and partner, using customer dashboards and Hubspot to monitor customer health, create Calls to Action, and manage risk.
• Cross-Functional Advocacy: Serve as the “Voice of the Customer” to Product and Engineering to help shape the roadmap and ensure that market requirements are prioritised.
• Customer Surveys: Support NPS and customer survey processes, ensuring customers are aware of and engaged with feedback initiatives.

Qualifications / Requirements

• Bachelor’s degree preferred but not essential.
• 3+ years of experience in Customer Success, Consulting, Sales or SaaS environments.
• Proven ability to manage multiple customers concurrently.
• Strong project management and organisational skills.
• Excellent relationship-building capabilities, including at senior stakeholder level.
• Strong verbal and written communication skills, including the ability to present to multiple stakeholders.
• Ability to prioritise effectively in a fast-paced environment.
• High attention to detail and strong problem-solving skills.
• Resilience and adaptability when facing challenges.
• Self-starter who can work independently while contributing to a team.
• Experience working cross-functionally across Sales, Product, Services, and Support.

Why Join Fabacus

• 24 days holiday allowance (plus bank holidays).
• Private health insurance.
• Life insurance (inc. health and wellbeing benefits and discounts).
• Discretionary participation in Share Options Scheme after 12 months, in line with the company annual renewal.
• Free lunches in the office.
• Monthly social events.
• Hybrid working (Mon-Thurs in office, Fridays remote).