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- Tasks: Drive customer engagement and satisfaction while ensuring product adoption.
- Company: Proactis, a leading Source-to-Pay software solution provider.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Join a dynamic team focused on customer-centric solutions and strategic growth.
- Why this job: Make a real impact by helping customers achieve their goals with innovative software solutions.
- 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.
About Proactis:
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 in Reading employer: Proactis
Contact Detail:
Proactis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Reading
✨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
Show off your skills! Prepare a portfolio or case studies that highlight your past successes in customer engagement and product adoption. This will give you an edge during interviews and show potential employers what you can bring to the table.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your answers. Focus on how you've driven customer success in previous roles, as this is key for a Customer Success Manager position.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to reflect your understanding of our products and how you can help customers achieve their goals.
We think you need these skills to ace Customer Success Manager in Reading
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: When detailing your past roles, focus on specific achievements that demonstrate your ability to increase product adoption and manage customer relationships. Use metrics where possible to show how you’ve made a difference.
Be Authentic: Let your personality shine through in your application. We value a customer-centric approach, so share examples of how you've built trust and solved problems for customers in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
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 effectively.
✨Demonstrate Cross-Functional Collaboration
Think of examples where you've worked with different teams to achieve customer success. Be ready to explain how you’ve partnered with sales, support, or product teams to enhance customer experiences and drive value.
✨Prepare for Problem-Solving Scenarios
Anticipate questions about how you would handle customer churn or identify upsell opportunities. Prepare a couple of scenarios from your past experience where you successfully navigated challenges and turned them into growth opportunities.