At a Glance
- Tasks: Manage high-value enterprise customers and drive their success with strategic account plans.
- Company: Join Ideagen, a global leader in safety and compliance software.
- Benefits: Flexible working, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team that embraces AI and innovation.
- Why this job: Make a real impact by helping customers thrive and ensuring safety worldwide.
- Qualifications: Experience in customer success and strong relationship-building skills required.
The predicted salary is between 63000 - 77000 £ per year.
We are currently seeking an experienced and strategic Senior Customer Success Manager to join our team. In this role, you’ll act as a trusted advisor to our highest-value enterprise customers, helping them maximise the value of their Ideagen solutions while driving retention and growth. You’ll take ownership of a portfolio of strategic accounts, building strong executive relationships and leading complex, global engagements. Working cross-functionally, you’ll play a key role in delivering exceptional customer outcomes, reducing risk, and unlocking new opportunities. This is a high-impact role suited to someone who thrives in a fast-paced, customer-focused environment and is passionate about delivering measurable business value.
Responsibilities
- Manage a portfolio of high-value enterprise customers on Premier Success Plans
- Build trusted relationships with senior stakeholders, including C-suite executives
- Develop and deliver long-term strategic account plans aligned to customer goals
- Act as the primary point of contact for escalations, renewals, and growth opportunities
- Lead complex, multi-product implementations and transformation initiatives
- Drive customer retention and expansion, achieving GRR and NRR targets
- Identify and generate new revenue opportunities within existing accounts
- Conduct executive business reviews, demonstrating ROI and value delivered
- Maintain accurate account activity and insights within Salesforce
- Partner with Sales, Marketing, and Product teams to align on strategy and messaging
- Lead cross-functional collaboration to resolve challenges and support customer success
- Provide mentorship to Customer Success Managers and support team development
Skills and Experience
- Proven experience in Customer Success, enterprise account management, SaaS, or consulting roles
- Strong track record managing large, complex customer portfolios (multi-million value)
- Confident engaging and influencing senior stakeholders and executive audiences
- Experienced in delivering strategic account plans and driving long-term customer value
- Commercially minded, with a strong focus on retention, growth, and ROI
- Highly analytical, with the ability to interpret data and inform decision-making
- Excellent communicator with strong presentation and stakeholder management skills
- Comfortable leading complex projects, transformations, and cross-functional initiatives
- Proficient with CRM and customer success platforms, with strong data discipline
- Ambitious, proactive, and driven to deliver exceptional customer outcomes
At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. Enhance your career and make the world a safer place!
Customer Success Team Manager employer: Ideagen
At Ideagen, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Located in Ruddington, Nottinghamshire, our hybrid working model allows for flexibility while you contribute to impactful mobile products used by over 18,500 customers globally. With clear pathways for career progression and a commitment to employee development, you'll find ample opportunities to grow your skills and advance your career in a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ideagen. 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 Ideagen 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 Customer Success Team Manager
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 Ideagen:Your cover letter is your chance to shine! Tell us why you want to work at Ideagen 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 Ideagen!
How to prepare for a job interview at Ideagen
✨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.
