At a Glance
- Tasks: Drive customer success and retention for mid-market clients in a dynamic tech environment.
- Company: Join a high-growth B2B SaaS company focused on innovation and customer satisfaction.
- Benefits: Competitive salary, equity scheme, and a 14-month fixed-term contract.
- Other info: Exciting opportunity to work in London with excellent career development potential.
- Why this job: Be a trusted advisor and make 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 in London 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 in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gofractional. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gofractional before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Interim Strategic Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gofractional:Your cover letter is your chance to shine! Tell us why you want to work at Gofractional specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gofractional!
How to prepare for a job interview at Gofractional
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
