At a Glance
- Tasks: Manage customer accounts and ensure their success with our software solutions.
- Company: Loftware is a global leader in supply chain labelling solutions, printing over 51 billion labels annually.
- Benefits: Enjoy comprehensive training, a diverse workplace, and opportunities for personal growth.
- Why this job: Join a dynamic team that values inclusion and empowers you to make a real impact.
- Qualifications: 4+ years in SaaS customer success; strong communication and problem-solving skills required.
- Other info: Opportunities for travel and collaboration across global teams.
The predicted salary is between 36000 - 60000 £ per year.
A career at Loftware is more than just a job– it’s an opportunity to help shape the supply chain of the future.
As an Enterprise Customer Success Manager, you will be the focal point for setting up our Customers to maximize Value, Health and Success through understanding our Customer’s Strategic initiatives, the business objectives that underline this and using this to be the true voice of the customer internally at Loftware. You will impact our customers immensely by helping them to realize their labeling, artwork management and Clinical trials objectives by building meaningful relationships with each customer. You will understand our customer’s needs and proactively identify ways in which they can interact with Loftware to achieve their goals!
This role will report to the Manager of Customer Success and Partner with Loftware Customer Success, Sales, Services, Support, Product, Engineering and Marketing teams to ensure customers get tangible business value from Loftware to drive retention, while also collaborating to identify expansion opportunities of Loftware's enterprise software solutions.
Required Experience- 4+ years in a SaaS environment customer success role managing accounts
- Enterprise Software experience, Supply Chain solutions a bonus.
- Proven results in retention, adoption, and expansion of enterprise accounts with $100K+ ARR.
- Experience using playbooks and strategic business plans for account management.
- Understanding Multiple product and Stakeholder Value propositions an advantage.
- Strong written and verbal communication skills.
- Passionate and excited about the prospect of helping build out our customer success processes and organization.
- Quick learner and can work effectively in a dynamic environment.
- Proactive mindset and excellent time management skills.
- Willing and able to travel domestically and abroad as necessary.
- Experience in Life Sciences, Medical Device, Pharmaceutical and Clinical trials sectors would be advantageous.
- Account Management & Strategic Partnership: Manage a portfolio of roughly 30 - 40 customers. Build and maintain strong, long-term relationships with key stakeholders within enterprise accounts. Develop a deep understanding of their business needs and objectives. Partner with Sales to formulate joint account plans.
- Customer Success Planning: Collaborate with customers to create tailored success plans, ensuring alignment with their business objectives, and measuring success through defined KPIs.
- Product Adoption & Training: Proactively monitor customer usage and health metrics to ensure optimal adoption of the product. Provide training and resources to drive full utilization and success. Make sure that customers get maximum value from Loftware and give them insight into this by scheduling and/or running tech-touch activities (Webinars, Surveys, User Meetups, etc.).
- Customer Advocacy & Feedback: Act as the voice of the customer within Loftware, relaying feedback to product teams for improvements and enhancements. Advocate for customer interests while balancing company objectives. Partner with account management and sales teams to manage contract renewals and identify opportunities for upselling or cross-selling additional products/services.
- Risk Management, Problem Solving and Customer Health: Identify potential challenges or risks to Customer Health early on and lead a cross-functional team to develop strategies to mitigate them. Proactively address customer concerns and ensure swift resolution of issues.
- Customer Business Reviews: Conduct regular business reviews with customers to demonstrate ROI, review product performance, and align on future goals.
- Internal Collaboration: Work cross-functionally with sales, product, marketing, Professional Services, Engineering and technical support teams to ensure a seamless customer experience. Along with CS management develop playbooks and contribute to team strategy for new customer onboarding and customer growth/renewal to ensure ongoing customer success.
- Familiarity with CRM systems (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, Totango) is a plus.
- Comfortable with data analysis and reporting tools.
- Bachelor's degree in Business, Marketing, or a related field.
- MBA or relevant certifications are a plus.
Why Join Us? Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities. Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table. We use the power of the global team. We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.
We win with inclusion: At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.
About us: We make the Supply Chain work. At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.
Customer Success Manager employer: Loftware
Contact Detail:
Loftware Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Loftware's products and services. Understanding their cloud-based labeling platform and how it integrates into various industries will help you speak confidently about how you can add value to their customers.
✨Tip Number 2
Network with current or former employees on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlight your experience with SaaS environments and any metrics that demonstrate your impact on retention and expansion.
✨Tip Number 4
Showcase your problem-solving skills by preparing scenarios where you've successfully managed customer challenges. This will illustrate your proactive mindset and ability to navigate complex situations, which is crucial for this role.
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 in a SaaS environment. Emphasise your achievements in retention and expansion of enterprise accounts, as well as any experience with supply chain solutions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how you can contribute to Loftware's mission. Mention specific examples of how you've built relationships with customers and helped them achieve their business objectives.
Showcase Communication Skills: Since strong written and verbal communication skills are essential for this role, ensure that your application is clear, concise, and free of errors. Use professional language while also conveying your enthusiasm for the position.
Highlight Relevant Technical Proficiency: If you have experience with CRM systems or Customer Success platforms, be sure to mention this in your application. Highlight any familiarity with data analysis and reporting tools, as these will be beneficial in the role.
How to prepare for a job interview at Loftware
✨Understand the Company and Its Products
Before your interview, take the time to research Loftware's products and services. Familiarise yourself with their cloud-based labeling platform and how it impacts various industries. This knowledge will help you demonstrate your genuine interest in the company and its mission.
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous experience in customer success roles, particularly in a SaaS environment. Highlight specific examples of how you've managed accounts, driven retention, and facilitated product adoption. Use metrics to quantify your achievements where possible.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage customer relationships. Think of examples where you've successfully navigated challenges or turned around a difficult situation with a client. This will showcase your proactive mindset and customer-centric approach.
✨Demonstrate Strong Communication Skills
As a Customer Success Manager, effective communication is key. Practice articulating your thoughts clearly and confidently. Be ready to discuss how you would relay customer feedback to internal teams and advocate for customer needs while balancing company objectives.