At a Glance
- Tasks: Manage customer accounts and drive satisfaction through proactive engagement and support.
- Company: Join Kerv, a dynamic, customer-first tech company transforming the digital landscape.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on positive outcomes and customer engagement.
- Why this job: Be the voice of the customer and make a real impact on their success.
- Qualifications: Early career in Customer Success; strong communication and relationship-building skills.
The predicted salary is between 30000 - 40000 £ per year.
Please note: We are a hybrid working company and this role will require attending the Richmond (TW9) based office once or twice a week depending on business needs.
About Us
Launched in July 2020, Kerv is a next‑generation ‘Customer‑first, cloud‑first’ provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period of transformation and growth following the merger of five highly successful organisations. One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award‑winning, cloud omnichannel solutions to help our customers deliver industry‑leading customer experience.
About the Team
The Kerv Customer Success team partners closely with our customers to ensure they achieve their desired business outcomes and realise ongoing value from our services. As the primary point of contact throughout the customer journey, we take ownership of customer health, satisfaction, and success, delivering service excellence at every touchpoint. We are a fast‑growing, collaborative team operating in a dynamic environment, united by a customer‑first mindset and a shared commitment to driving positive outcomes, strong relationships, and measurable ROI.
Your part to play
- Own and manage a defined portfolio of customer accounts, acting as the primary point of relationship ownership.
- Drive customer retention and ensure renewals are completed accurately and on time.
- Develop, maintain, and execute customer success plans, identifying and delivering opportunities for account growth and expansion.
- Take ownership of customer health metrics and Net Promoter Score (NPS), actively driving customer feedback towards positive outcomes through proactive engagement and issue resolution.
- Serve as the customer advocate, ensuring timely, effective resolution of customer questions, issues, and requests.
- Represent the voice of the customer internally, sharing insights and proactively highlighting risks and opportunities to the wider business.
- Act as the escalation point for unresolved issues, coordinating internal teams to achieve prompt resolution.
- Produce regular customer reporting, lead business reviews where applicable, and proactively monitor renewal risks, customer satisfaction levels, and training requirements.
- Collaborate closely with Marketing to ensure relevant and timely content is communicated to customers.
- Manage customer‑related administrative tasks in partnership with Sales Support and other internal stakeholders.
All about You
- At the beginning or in the early stages of a career in Customer Success.
- Experience in a SaaS or CCaaS environment is advantageous but not essential.
- Customer‑centric, with strong communication and relationship‑building skills.
- Enthusiastic, positive, and brings a proactive, can‑do attitude.
- Self‑motivated, forward‑thinking, and methodical in your approach.
- Strong critical‑thinking and problem‑solving skills; comfortable working in fast‑paced, ambiguous environments.
- Able to collaborate effectively across teams to deliver an excellent customer experience.
- Open to travel and engaging directly with customers and events when required.
You will live the Kerv values…
- Think Customer First
- Team is everything
- Spread good vibes
- Build future
- Do the right thing
Customer Success Manager employer: Kerv Interactive
Kerv is an exceptional employer that prioritises a customer-first approach while fostering a collaborative and dynamic work culture. With a strong commitment to employee growth, Kerv offers opportunities for professional development in a fast-paced environment, all while enjoying the flexibility of hybrid working from their Richmond office. Join a team that values strong relationships, innovation, and a positive atmosphere, making it a rewarding place to build your career in Customer Success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Kerv on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Kerv's customer-first approach. Think of examples from your past where you've put customers first, resolved issues, or driven positive outcomes. We want to see how you embody our values in real-life situations!
✨Tip Number 3
Show off your problem-solving skills during the interview. Be ready to discuss how you've tackled challenges in fast-paced environments. We love candidates who can think on their feet and come up with creative solutions!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of the Kerv team. Let's get you started on this exciting journey!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Customer-Centric Side:When writing your application, make sure to highlight your customer-centric approach. We want to see how you’ve put customers first in your previous roles or experiences. Share specific examples that demonstrate your relationship-building skills and how you’ve driven positive outcomes for customers.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. Mention relevant experiences that align with the responsibilities of a Customer Success Manager at Kerv. This shows us you’re genuinely interested in the role and understand what we’re all about.
Be Proactive and Positive:We love a proactive attitude! In your application, convey your enthusiasm and can-do spirit. Use language that reflects your positive mindset and willingness to tackle challenges head-on. This will resonate well with our team culture and values.
Apply Through Our Website:Make sure to apply through our website for the best chance of getting noticed! It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at Kerv Interactive
✨Know the Company Inside Out
Before your interview, take some time to research Kerv and its mission. Understand their customer-first approach and how they deliver cloud omnichannel solutions. This will not only show your interest but also help you align your answers with their values.
✨Showcase Your Customer-Centric Mindset
As a Customer Success Manager, your ability to build relationships is key. Prepare examples from your past experiences where you've successfully engaged with customers, resolved issues, or driven satisfaction. Highlight your proactive attitude and how it contributed to positive outcomes.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and critical thinking. Think of scenarios where you had to manage customer expectations or resolve conflicts. Practising these responses will help you articulate your thought process clearly during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics, how success is measured in the role, or what challenges the team is currently facing. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
