At a Glance
- Tasks: Build strong relationships with clients and drive their success using our innovative solutions.
- Company: Feefo, a leader in customer feedback and review technology.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Join a diverse team committed to innovation and inclusivity.
- Why this job: Make a real impact by helping brands improve through genuine customer insights.
- Qualifications: 4+ years in customer success or account management, excellent communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Feefo helps both consumers and businesses make the right decisions. Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews that they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake‑free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on – every time.
We’re a team of technology specialists, industry experts, and multi‑lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too. We are proud to work with companies, large and small, from household names to local heroes.
The Customer Success Manager (CSM) is accountable for the overall retention and growth revenue with a portfolio of key clients. Building and developing partnerships within respective client tier to ensure ongoing retention, driving product engagement, to deliver an ROI and world class service. In addition, you are responsible for raising the company’s profile/reputation and support in building customer advocacy through PR opportunities, case studies, testimonials and referrals, supporting in a pre‑sales capacity when required.
Pro‑actively develop strong relationships between Feefo and the client including identifying key stakeholders and client motivation/buying reasons for using Feefo, advising on product integration, data structure, use of reporting, sharing industry knowledge and best practice product usage; ensuring clients understand what we do, new features, understanding issues preventing a client from getting the most out of our platform and products.
What You’ll Do
- Build Strong Customer Relationships: Cultivate and develop deep relationships with multiple stakeholders across various operational, technical, and commercial levels. Take ownership of customer relationships, ensuring the execution of our value proposition and alignment with customer expectations. Identify and cultivate opportunities for strategic partnerships and collaborations with customers. Anticipate and address customer needs proactively, ensuring a seamless and positive experience.
- Drive Renewals and Expansion: Work closely with the Sales team to develop and execute targeted upselling and cross‑selling strategies. Leverage customer insights to identify expansion opportunities and tailor solutions to meet their evolving needs. Ensure timely completion of renewals in accordance with our established CRM processes. Utilise data‑driven insights to optimise customer engagement and identify opportunities for growth.
- Account Planning and Strategy: Develop, maintain and execute strategic account plans that align with the customer’s business objectives and drive revenue growth for Feefo. Conduct quarterly business reviews to assess customer satisfaction, identify areas for improvement, and propose value‑added solutions. Provide consultative advice to customers, guiding them on maximizing the return on their investment and providing best practices on the use of our platform.
- Product Expertise and Adoption: Acquire a deep understanding of our solutions and their place in the market. Collaborate with the Product team to provide feedback on customer needs and influence the product roadmap. Train and empower customers to maximise the value of our products and services. Communicate product updates and enhancements clearly to customers.
- Issue Resolution and Customer Satisfaction: Take ownership of customer issues and drive them to resolution, minimising impact on the customer's business. Measure and track customer satisfaction metrics and implement strategies to improve performance. Focus on increasing product adoption among additional stakeholders, providing guidance and support for seamless integration into their other platforms.
Preferred Experience
- Proven track record in customer success, account management, or a similar role.
- Strong commercial acumen and a focus on revenue generation.
- Excellent communication and interpersonal skills.
- Ability to build strong relationships with customers at all levels.
- Strong problem‑solving and analytical skills.
- Experience with CRM and other relevant tools.
- A passion for customer success and a desire to exceed expectations.
Must Have Skills
- 4+ years of customer success experience with a focus on global/enterprise accounts ideally within a digital or data environment.
- Proven ability to prioritise and manage multiple projects in a dynamic environment.
- Excellent negotiation skills and ability to work within tight time frames and under pressure.
- Proficient in creating and delivering compelling presentations for technical products.
- Excellent verbal and written communication skills, comfortable working in a technical environment.
- Experience using a CRM platform for pipeline management. We use Dynamics.
- Ability to nurture relationships, build stakeholder connections, and collaborate successfully across operational departments.
- Positive attitude, team player, adaptable, resourceful, and self‑starter.
- Good understanding of operational processes with excellent commercial awareness.
- Consultative approach to problem‑solving and execution of customer issue resolutions.
Qualifications
- Travel, Retail or Automotive.
At Feefo, we believe that a diverse and inclusive workplace drives innovation and creativity. We are committed to fostering a culture where everyone feels valued, respected, and empowered. We welcome applications from individuals of all backgrounds, experiences, and perspectives. We do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status, nationality, or any other characteristic protected by law. Together, we strive to create a supportive and equitable environment for all.
Customer Success Manager employer: Feefo
Feefo is an exceptional employer that prioritises employee growth and development within a dynamic and inclusive work culture. As a Customer Success Manager, you will have the opportunity to build meaningful relationships with clients while working alongside a team of technology specialists and industry experts in a supportive environment that values innovation and collaboration. With a commitment to diversity and a focus on delivering world-class service, Feefo offers a rewarding career path where your contributions directly impact client success and satisfaction.
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 to reach out on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Show your passion for customer success! When you get the chance to chat with potential employers, share your experiences and how you’ve made a difference in previous roles. Let them see your enthusiasm for helping clients thrive.
✨Tip Number 3
Prepare for interviews by researching Feefo and its products. Understand their mission and how they help clients. This will not only impress your interviewers but also help you tailor your answers to show you’re the perfect fit.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your interest in 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 application to highlight how your experience aligns with the Customer Success Manager role. We want to see how you can build strong relationships and drive renewals, so don’t hold back on showcasing relevant examples!
Showcase Your Communication Skills:Since this role involves a lot of interaction with clients, it’s crucial to demonstrate your excellent verbal and written communication skills. Use clear and concise language in your application to reflect your ability to convey complex ideas simply.
Highlight Your Problem-Solving Abilities:We love candidates who can think on their feet! Share specific instances where you've successfully resolved customer issues or improved processes. This will show us that you have the analytical skills we’re looking for.
Apply Through Our Website:Don’t forget to submit your application 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 you’re keen on joining our team at Feefo!
How to prepare for a job interview at Feefo
✨Know Your Customer Success Stuff
Before the interview, brush up on customer success principles and strategies. Understand how to build strong relationships and drive renewals, as these are key aspects of the role at Feefo. Be ready to discuss your past experiences and how they relate to the responsibilities outlined in the job description.
✨Research Feefo Inside Out
Dive deep into Feefo’s services, client base, and industry position. Familiarise yourself with their AI solutions and how they help businesses improve customer engagement. This knowledge will not only impress your interviewers but also help you tailor your answers to show how you can contribute to their goals.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle customer issues. Think of specific examples from your previous roles where you successfully resolved conflicts or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Show Your Passion for Customer Success
During the interview, convey your enthusiasm for helping customers succeed. Share stories that highlight your commitment to customer advocacy and how you've gone above and beyond to ensure clients get the most out of their investments. This will resonate well with Feefo's mission and values.
