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- Tasks: Manage global customer relationships and ensure they derive value from our sustainability solutions.
- Company: Join an innovative SaaS startup focused on environmental protection and ESG solutions.
- Benefits: Enjoy flexible working, competitive salary, and opportunities for professional growth.
- Why this job: Be a key player in driving sustainability while building strong client partnerships.
- Qualifications: 4+ years in Customer Success within SaaS, preferably in ESG or sustainability.
- Other info: Fluency in additional languages is a plus; work 2-3 days a week in London.
The predicted salary is between 42000 - 84000 £ per year.
The company is an early stage SaaS business that provides a supply chain solution, focusing on environmental protection and ESG. They are looking for a Customer Success Manager that will own and nurture a portfolio of complex and global customers, ensuring they see continued value. You’ll serve as the main point of contact, building strong relationships, managing day-to-day needs, driving renewals and generating expansion opportunities. With a balance of technical understanding and clear communication, you’ll act as both a trusted partner to your clients and the internal voice of the customer.
Key Responsibilities:
- Customer Success: proactively develop strong relationships with client stakeholders (IT, Compliance, Sustainability Managers, C-level), conduct business reviews, deliver client success plans and use cases, drive user adoption and client satisfaction, maximise and demonstrate ongoing value from our solutions.
- Client onboarding: create and lead project plans managing all stages of the process to accelerate time-to-value (platform setup, data integration, user training and go live).
- Supplier onboarding: deliver training sessions and proactively engage with client suppliers to ensure consistent data collection, adoption and engagement from the clients’ supply chain.
- Professional Services: deliver ad hoc tailored services that extend value beyond the core SaaS deliverables and subscription.
- User Support: ensure timely response and resolution of user queries by directly answering platform questions and escalating technical issues to the Engineering team.
- Reporting: provide accurate and timely reporting for all accounts in your portfolio, keeping the CRM up-to-date, flagging key activities and escalating risk.
- Product collaboration: gather and translate user feedback and suggestions to inform potential improvements and help the Product team drive the solution roadmap.
- Sales collaboration: closely work with the Sales team to position the Customer Success programme during pre-Sales, ensure subscription renewal at all clients; and generate, escalate and help convert up-sell and cross-sell opportunities.
- Marketing collaboration: develop customer advocacy and participate in generating content to showcase client success (case studies, newsletter, blog posts…).
- Operations: as required, lead ad hoc internal projects to drive scalability and efficiency within the Customer Success function and/or across other functions (e.g. writing playbooks, deploying new tools, enhancing and documenting processes…).
Candidate requirements:
- 4+ years Customer Success experience in the SaaS industry, preferably in the ESG, sustainability and/or compliance space.
- Proven track record of successfully coordinating multiple business critical projects at once and managing a portfolio of large global accounts with different entities.
- Clear verbal and written communicator, English business fluency essential.
- Fluency in other languages would be a great plus, particularly Mandarin, Portuguese, German and Dutch.
Customer Success Manager employer: Harvey Thomas
Contact Detail:
Harvey Thomas Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network with professionals in the sustainability and ESG sectors. Attend industry events, webinars, or local meetups to connect with potential colleagues and clients. Building relationships in this niche can give you insights into the role and help you stand out.
✨Tip Number 2
Familiarise yourself with the latest trends and technologies in SaaS solutions related to sustainability. Being knowledgeable about current tools and practices will not only boost your confidence but also demonstrate your commitment to the field during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships and driven user adoption in previous roles. Tailoring your experiences to align with the responsibilities outlined in the job description will show that you're a perfect fit.
✨Tip Number 4
Research StudySmarter's values and mission, especially regarding sustainability and customer success. Understanding our culture and how you can contribute will help you articulate why you're passionate about joining our team when you apply.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, particularly within the SaaS industry. Emphasise any work related to ESG or sustainability, showcasing your understanding of these areas.
Craft a Compelling Cover Letter: Write a cover letter that directly addresses the key responsibilities outlined in the job description. Use specific examples from your past experience to demonstrate how you can build strong client relationships and drive user adoption.
Showcase Communication Skills: Since clear communication is essential for this role, ensure your application reflects your verbal and written communication skills. Use concise language and structure your application logically to make it easy to read.
Highlight Project Management Experience: Detail your experience in managing multiple projects simultaneously. Provide examples of how you've successfully coordinated complex projects, especially those involving diverse stakeholders, to illustrate your ability to handle the demands of this role.
How to prepare for a job interview at Harvey Thomas
✨Understand the Company’s Mission
Before your interview, make sure you understand the company's focus on sustainability and ESG solutions. Familiarise yourself with their products and how they impact the supply chain. This will help you demonstrate your alignment with their mission and show that you're genuinely interested in the role.
✨Showcase Your Customer Success Experience
Prepare specific examples from your previous roles where you've successfully managed customer relationships, driven renewals, or increased user adoption. Highlight your experience in the SaaS industry and any relevant projects that showcase your ability to handle complex global accounts.
✨Communicate Clearly and Effectively
As a Customer Success Manager, clear communication is key. Practice articulating your thoughts concisely and confidently. Be ready to discuss how you would manage client expectations and resolve issues, as well as how you would gather and relay user feedback to the product team.
✨Prepare for Technical Questions
Since the role requires a balance of technical understanding and communication skills, be prepared to answer questions about the technical aspects of the SaaS solutions. Brush up on relevant technologies and be ready to explain how you would assist clients with platform setup and data integration.
