At a Glance
- Tasks: Build relationships with enterprise customers and drive product adoption for measurable success.
- Company: Join a global software company revolutionising testing with AI-powered solutions.
- Benefits: Enjoy a competitive salary, performance bonuses, remote work, and generous leave.
- Other info: Remote role with opportunities for growth and collaboration across international teams.
- Why this job: Make a real impact by helping businesses thrive through innovative software solutions.
- Qualifications: Five years in Customer Success or Strategic Account Management with technical software experience.
The predicted salary is between 60000 - 70000 £ per year.
Strategic Customer Success Manager
MFK Recruitment is 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 enables organisations to test critical ERP software, reduce operational risk and deliver business change more effectively.
We know this company extremely well. Over the past six years, MFK Recruitment has placed 16 people with the business, and 10 are still working there today.
The opportunity
The Strategic Customer Success Manager will take ownership of a portfolio of strategic, growth and high-potential enterprise customers.
You will build relationships with executive, operational and technical stakeholders, helping customers achieve measurable value through successful product adoption.
This is a commercially focused Customer Success role covering adoption, retention, renewals and recurring revenue growth.
You will be expected to understand the product, lead strategic customer conversations, maintain accurate commercial forecasts and identify meaningful expansion opportunities.
Relevant industry experience
To be considered, candidates should combine strong Customer Success or strategic account-management experience with a background in technically complex enterprise software.
Relevant sectors include
- Software testing, quality assurance or test automation
- ERP and enterprise applications
- Cybersecurity
- AI or machine learning platforms
- Data, analytics or business intelligence software
- Cloud infrastructure
- Dev Ops or developer tools
- Integration, automation or database technology
You must be comfortable discussing complex software with CIOs, IT Directors, technical leaders and senior operational stakeholders.
You should be able to establish credibility independently, challenge customers constructively and translate technical products into measurable commercial outcomes.
Key responsibilities
- Build trusted relationships with executive, operational and technical stakeholders
- Establish credibility with CIO, VP and Director-level customers
- Understand customers’ technical environments, business objectives 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 departments within complex customer organisations
- Monitor customer health, usage, engagement and value realisation
- Identify renewal risks early and create clear mitigation plans
- Take ownership of renewal planning and maintain accurate forecasts
- Identify, qualify and develop recurring-revenue expansion opportunities
- Build commercial proposals linked to customer priorities and measurable value
- Work closely with Sales, Product, Support and Professional Services
- Represent the voice of the customer across the company
- Identify opportunities for customer advocacy, references and case studies
- What we are looking for
- At least five years’ experience in Customer Success, Strategic Account Management or Enterprise Account Management
- Experience working for a technically complex B2B software company
- Experience managing strategic, enterprise or global customer relationships
- A strong record of customer retention and successful renewals
- Direct involvement in renewal forecasting and commercial conversations
- Evidence of identifying and delivering expansion or recurring-revenue growth
- Experience managing customer portfolios measured by ARR or recurring revenue
- Confidence communicating independently with CIOs, IT Directors and senior technical stakeholders
- Experience leading QBRs, strategic reviews or Executive Business Reviews
- The ability to understand technical products and translate their capabilities into customer value
- Strong commercial, negotiation, analytical and presentation skills
- Excellent written and verbal communication skills
- The ability to manage multiple priorities while working remotely
- A stable career history with good tenure across previous employers
Package and working arrangements
- 10% to 20% performance-related bonus, depending on experience
- Remote working
- Private healthcare
- Pension
- Life assurance
- 25 days’ annual leave
- Your birthday off
The successful candidate must be based within reasonable travelling distance of Basingstoke and able to attend quarterly company and team meetings.
Some flexibility will also be required when supporting customers across international time zones.
Strategic Customer Success Manager in Swindon employer: MFK Recruitment
Join a leading global software company that champions innovation and customer success in the AI-powered testing space. With a strong focus on employee growth, this remote role offers competitive salaries, performance-related bonuses, and a supportive work culture that values collaboration and professional development. Enjoy unique benefits such as private healthcare, generous annual leave, and the opportunity to work with cutting-edge technology while building meaningful relationships with enterprise customers.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager in Swindon
✨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 Swindon
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.
