At a Glance
- Tasks: Build strong relationships with customers and drive their success using our AI-powered platform.
- Company: Join a well-established global software company with a focus on innovation.
- Benefits: Enjoy a competitive salary, performance bonuses, remote work, and generous leave.
- Other info: Remote role with quarterly meetings and excellent career growth opportunities.
- Why this job: Make a real impact by helping businesses achieve their goals through technology.
- Qualifications: Five years in Customer Success or Account Management with strong stakeholder skills.
Salary: £60,000–£70,000 + 10–20% performance-related bonus
Location: Remote, UK
MFK Recruitment is proud to be working with a well-established global software company to recruit a Strategic Customer Success Manager. Our client provides an AI-powered, code-free testing platform that helps organisations test critical ERP and business applications, reduce risk and deliver business change more effectively.
The Strategic Customer Success Manager will take ownership of a portfolio of strategic, growth and high-potential customers. You will build strong relationships with senior, operational and technical stakeholders, ensuring customers achieve measurable value from their investment. This is a commercially focused Customer Success position covering customer adoption, retention, renewals and account growth.
Key responsibilities
- Build trusted relationships with executive, operational and technical stakeholders
- Understand customers’ business objectives, priorities and measures of success
- Create and deliver strategic customer success plans
- Lead executive business reviews focused on outcomes, adoption, ROI and future priorities
- Drive product adoption and identify barriers affecting customer engagement
- Develop relationships across multiple areas of each customer organisation
- Monitor customer health, engagement, adoption and value realisation
- Identify potential risks and create mitigation plans well ahead of renewals
- Maintain accurate renewal forecasts
- Identify and develop expansion opportunities within existing accounts
- Build compelling commercial proposals linked to customer priorities
- Work closely with Sales, Product, Support and Professional Services
What we are looking for
- At least five years’ experience in Customer Success, Strategic Account Management or Enterprise Account Management
- Experience managing complex enterprise or global customer relationships
- A strong record of customer retention and successful renewals
- Experience identifying and developing recurring revenue growth opportunities
- Strong commercial, negotiation and stakeholder-management skills
- Experience within a B2B SaaS, software or subscription-based company
- Confidence communicating with senior executives, operational leaders and technical stakeholders
- Strong analytical skills and the ability to use customer data effectively
Experience within enterprise software, ERP, software testing or other business-critical applications would be advantageous.
Package and working arrangements
- £60,000–£70,000 basic salary
- 10–20% performance-related bonus, depending on experience
- Remote working
- Private healthcare
- Pension
- Life assurance
- 25 days’ annual leave
- Your birthday off
The successful candidate will need reasonable access to the South of England for quarterly company and team meetings. Some flexibility will also be required when supporting customers across international time zones.
Strategic Customer Success Manager in Basingstoke employer: MFK Recruitment
As a leading workplace equipment supplier, this award-winning organisation offers a dynamic and supportive work culture that prioritises innovation and customer satisfaction. Employees benefit from competitive salaries, a bonus structure, and the flexibility of remote work, alongside opportunities for professional growth and development within a thriving B2B market. The company's commitment to employee well-being and success makes it an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager in Basingstoke
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MFK Recruitment. 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 MFK Recruitment 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 Strategic Customer Success Manager in Basingstoke
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 MFK Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at MFK Recruitment 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 MFK Recruitment!
How to prepare for a job interview at MFK Recruitment
✨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.
