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For Companies At a Glance
- Tasks: Manage customer accounts and drive satisfaction through proactive engagement and support.
- Company: Join Kerv Group, a dynamic, customer-first tech company transforming the digital landscape.
- Benefits: Enjoy a hybrid work model, competitive salary, and a focus on employee experience.
- Other info: Collaborative team culture with a commitment to diversity, equality, and belonging.
- Why this job: Be the voice of the customer and make a real impact in their success journey.
- Qualifications: Early career in Customer Success; strong communication and relationship-building skills are key.
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, the Kerv Group 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.
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
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
Location: United Kingdom
Job Type: Full Time
Customer Success Manager employer: Kerv
Contact Detail:
Kerv Recruiting Team
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 through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role.
✨Tip Number 2
Prepare for the interview by understanding Kerv's customer-first approach. Think of examples from your past experiences where you’ve successfully driven customer satisfaction and retention, as these will resonate well with the team.
✨Tip Number 3
Show your enthusiasm! During interviews, let your passion for customer success shine through. Share your proactive attitude and how you can contribute to building strong relationships with customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Kerv family.
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 love candidates who can demonstrate strong communication and relationship-building skills, so share examples of how you've successfully engaged with customers in the past.
Be Proactive and Positive: We’re all about that can-do attitude! In your application, let us know how you tackle challenges head-on and maintain a positive outlook. Share any experiences where your enthusiasm made a difference in a team or project.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Customer Success Manager role. Mention relevant experiences and skills that align with our values and the job description.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to see your application and get to know you better. Plus, it shows you’re serious about joining our awesome team!
How to prepare for a job interview at Kerv
✨Know Your Customer Success Basics
Before heading into the interview, brush up on the fundamentals of customer success. Understand key metrics like NPS and customer health scores, as well as how they relate to retention and growth. This will show that you’re not just familiar with the role but genuinely interested in driving positive outcomes for customers.
✨Showcase Your Communication Skills
As a Customer Success Manager, strong communication is key. Prepare examples from your past experiences where you successfully resolved customer issues or built relationships. Be ready to demonstrate how you can advocate for customers while collaborating with internal teams.
✨Emphasise Your Problem-Solving Abilities
In a fast-paced environment, being able to think critically and solve problems is crucial. Think of specific challenges you've faced in previous roles and how you overcame them. Highlighting your proactive approach will resonate well with the interviewers.
✨Align with Kerv's Values
Familiarise yourself with Kerv’s values and be prepared to discuss how you embody them. Whether it’s thinking customer-first or spreading good vibes, showing that you align with their culture will make you a standout candidate. Share personal anecdotes that reflect these values in action.