Customer Success Manager -Full time - Permanent - Gateshead

In today’s digital age, we believe everyone should be able to access web content in a way that works for them. Our mission is to make the online world accessible for all. Over 500 organisations already use our software to enable greater accessibility for their online content, products or services. We’re passionate about our cause and our product. As we move from scale-up to market leader, we need help to achieve our ambitious plans. Which is why we’re looking for an experienced, process-oriented Customer Success Manager.

This is a key role, ensuring clients get off to a great start, with a seamless transition from sales to customer success. We are looking for a dynamic individual who has a passion for building relationships and can offer best in class customer service. You will be involved in onboarding new clients, account reviews and customer communications. Taking ownership of retention and revenue growth targets, never letting an opportunity to influence slip away.

In this role you will be:

• Taking new clients through the onboarding process.
• Working closely with sales, marketing, and the technical team to ensure clients are ‘launched’ on optimal terms.
• Experienced in understanding websites and be familiar with the different platforms such as HTML and WordPress.
• Owning the client journey from sale to renewal (and beyond).
• Helping to define and deliver account reviews and appropriate communications to ensure client satisfaction.
• Creating opportunities for revenue growth.
• Ensuring clients renew on same or better terms.
• Using all data and relevant resources to create compelling client stories to amplify our success.

We’re looking for great characters with the right attitude and aptitude. Here’s a few things you’ll need to be able to demonstrate:

• Min 2 years’ experience in a similar B2B role (Customer Success, Account Management, Customer Service) in SAAS/Tech.
• Being able to handle a range of different tasks so being organised will be key with strong administration skills.
• Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email or face-to-face.
• Ability to work independently and thrive in a process-driven, task-orientated, team environment.
• Comfortable producing reports and data analysis.
• Quick and capable learner, thirst to be an expert in your field.
• Evidence of establishing and maintaining exceptional client relationships that fuel growth.
• Excellent time-management, able to prioritise key tasks, manage multiple conversations whilst never letting an opportunity slip.
• Knowledge of, or interest in, Accessibility, Diversity, Inclusion, and the Digital world.
• 2-5 years experience of working in SAAS/Tech start up is highly desirable.

Benefits:

• Hybrid working set-up. Remote 2 days per week and 3 days in the office. Newcastle/Gateshead Quayside HQ.
• Great culture & working environment – awesome views of Newcastle Quayside.
• 30 days annual leave including Bank Holidays.
• Pension & Healthcare.
• Childcare voucher scheme.
• Genuine Meritocracy.
• Regular 'recite Relax' social events.
• Competitive salary (depending on experience).
• Quarterly bonus on revenue growth.

Hours: Typically 09:00 - 17:30 working day. We also operate a flexible start and end time starting 08:00-10:00 and finish 8.5 hrs later.