At a Glance
- Tasks: Drive customer success and retention for mid-market LandTech clients while managing the full customer lifecycle.
- Company: Join a high-growth tech company focused on innovative solutions and customer satisfaction.
- Benefits: Competitive salary, company equity scheme, and a dynamic work environment.
- Other info: 14-month fixed-term contract with excellent career development opportunities.
- Why this job: Be a trusted advisor, making a real impact on customer success and business growth.
- Qualifications: 3+ years in Account Management or Customer Success with proven metrics management.
The predicted salary is between 47250 - 57750 £ per year.
Who you are
- 3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment
- Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR (Net Revenue Retention) and GRR (Gross Revenue Retention)
- Experience managing the full commercial lifecycle, including leading independent renewal negotiations, contract execution, and identifying upsell opportunities
- Demonstrated ability to "multithread" across complex organisations, building relationships with diverse stakeholder groups from end-users to C-suite executives
- Data-driven approach to portfolio management, with experience using usage analytics and health scoring to proactively mitigate churn risks
- Experience in "High-Touch" onboarding, leading goal-setting sessions and driving early product adoption to ensure long-term ROI
- Excellent communication and feedback skills, acting as a bridge between the customer and internal Product/Marketing teams to influence the product roadmap
- Strong familiarity with CRM systems and modern Customer Success tooling
What the job involves
- This is a commercial role accountable for the retention and expansion of a portfolio of mid-market LandTech customers.
- This role owns the full customer lifecycle, from driving early-stage adoption to leading renewal negotiations.
- You are responsible for delivering against core performance metrics—specifically NRR—by balancing proactive churn mitigation with the identification of new expansion opportunities.
- You will act as a strategic "trusted advisor," multithreading across stakeholder groups to align platform capabilities with customer business goals.
- By leveraging usage data and high-touch engagement, you will ensure long-term ROI for your clients while providing a critical feedback loop to internal Product and Marketing teams to inform future business strategy.
- Deliver against core retention metrics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention, for a portfolio of mid-market organisations.
- Manage all commercial aspects of the customer relationship, leading independent renewal negotiations and ensuring timely contract execution and payment.
- Develop and nurture "trusted advisor" relationships, multithreading across complex stakeholder groups to build internal champions and ensure broad organisational alignment.
- Lead customer onboarding and goal-focused sessions to drive immediate proficiency, ensuring key adoption metrics are met, and product value is recognised early.
- Continuously monitor usage data and customer sentiment to identify, respond to, and mitigate churn risks before they impact the renewal cycle.
- Create and execute data-driven account plans for key customers, aligning their business goals with platform capabilities to maximise ROI.
- Strategically review your Book of Business (BoB) to identify, demo, and secure expansion opportunities and new offerings that provide additional value to the customer.
- Conduct regular, high-touch engagement sessions to report on success measures, advise on increasing utilisation, and unlock further value for diverse audiences.
- Accurately forecast and deliver against portfolio metrics, maintaining high levels of agility while managing multiple customer needs simultaneously.
- Act as a feedback loop between customers and internal teams (Product, Marketing), providing actionable insights to inform future product development and business strategy.
Compensation: £40-55k
Company Equity Scheme
Fixed-term contract (14 months)
Mid and Senior level
London location
Interim Strategic Customer Success Manager employer: Gofractional
Gofractional is an exceptional employer that prioritises a positive candidate experience and fosters a collaborative work culture in the heart of London. With a strong focus on employee growth, you will have the opportunity to enhance your skills while working with cutting-edge recruitment technologies. Join us to be part of a team that values kindness, innovation, and the continuous improvement of hiring practices.
StudySmarter Expert Advice🤫
We think this is how you could land Interim Strategic Customer Success Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Gofractional.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Gofractional. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Interim Strategic Customer Success Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Gofractional.
How to prepare for a job interview at Gofractional
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Gofractional's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Gofractional offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
