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For Companies At a Glance
- Tasks: Drive customer engagement and satisfaction while ensuring product adoption.
- Company: Join Proactis, a leading Source-to-Pay software provider with a focus on innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a strong focus on customer-centric values.
- Why this job: Make a real impact by helping customers achieve their goals and maximise product value.
- Qualifications: 5+ years in Customer Success or Account Management, preferably in SaaS.
The predicted salary is between 50000 - 60000 £ per year.
As a Customer Success Manager you’ll play a pivotal role in driving customer engagement, satisfaction, and product adoption. You will work cross-functionally with Account Management, Support, and Professional Services teams to ensure our customers are achieving their desired outcomes. This role serves as the primary post-sales relationship owner, ensuring customers realise maximum value from our products while identifying growth opportunities.
Key Accountabilities/BAU Objectives:
- Serve as the primary point of contact for a defined portfolio of customers, ensuring consistent and high-quality engagement.
- Monitor customer health, product adoption, and engagement metrics to proactively identify risks and growth opportunities.
- Act as the voice of the customer internally, providing structured feedback to Product, Support, and Marketing teams.
- Partner with Account Executives to identify upsell and cross-sell opportunities, as well as renewal risks, while maintaining clear ownership boundaries.
- Proactively manage and mitigate churn risks, coordinating with relevant teams to drive customer retention.
- Track, analyse, and report on key customer success metrics and KPIs to inform decision-making and performance improvements.
- Drive product adoption and value realisation through regular check-ins, business reviews, and strategic planning sessions with customers.
Key Skills:
- 5+ years of Customer Success, Account Management, or Client Services experience in a SaaS or enterprise tech environment.
- Familiarity with CS tools (Gainsight, ChurnZero, etc.) and CRM platforms (Salesforce preferred).
- Proven track record in driving adoption and increasing product usage.
- Experience with cross functional relationships and operating to a strategic vision.
- Knowledge of procurement or finance-related SaaS platforms is desirable.
Key Values:
- Customer centric approach. Acknowledge and understand customer perspectives and ability to build trust.
- Exceptional problem solving skills and reliability.
- Adaptability whilst focussing on strategic picture.
- Ability to build strong relationships and focus on active listening, both with customers and internally across functions.
- Accountability for customer outcomes and meeting customer needs.
Proactis is a leading Source-to-Pay software solution provider for mid-market organisations across a range of service-led industries. Our end-to-end modular platform enables customers to control spend and manage supply-chain risk; improve compliance and governance of their purchasing activities; reduce the cost of goods and services; and deliver efficiencies, all through process digitisation and automation.
Customer Success Manager employer: Proactis
Contact Detail:
Proactis 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 Customer Success Managers on LinkedIn or at industry events. Ask them about their experiences and any tips they might have for landing a role in this field.
✨Tip Number 2
Showcase your skills! Prepare a portfolio or case studies that highlight your successes in driving customer engagement and product adoption. This will give you an edge during interviews.
✨Tip Number 3
Practice your pitch! Be ready to discuss how you've managed customer relationships and mitigated churn risks in the past. Use specific examples to demonstrate your problem-solving skills.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us at Proactis. Tailor your application to show how you align with our values and the role's requirements.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in driving customer engagement and satisfaction, and don’t forget to mention any relevant tools you’ve used like Gainsight or Salesforce.
Showcase Your Achievements: We want to see how you've made a difference in your previous roles. Share specific examples of how you've driven product adoption or managed customer relationships effectively. Numbers and metrics can really help us understand your impact!
Be Authentic: Let your personality shine through in your application. We value a customer-centric approach, so share your passion for helping customers achieve their goals. A genuine tone can make your application stand out!
Apply Through Our Website: To ensure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application. We can’t wait to hear from you!
How to prepare for a job interview at Proactis
✨Know Your Customers
Before the interview, research Proactis and their customer base. Understand their products and how they help customers achieve their goals. This will allow you to speak confidently about how you can drive customer engagement and satisfaction.
✨Showcase Your Metrics
Be prepared to discuss specific metrics from your previous roles that demonstrate your success in customer engagement and product adoption. Highlight any tools you've used, like Gainsight or Salesforce, to track these metrics and how they contributed to your achievements.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working with various teams, share examples of how you've successfully collaborated with different departments in the past. Emphasise your ability to act as the voice of the customer and how you’ve provided feedback to improve products or services.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about challenges you've faced in customer success roles. Prepare a few scenarios where you identified risks, mitigated churn, or drove product adoption. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.