At a Glance
- Tasks: Shape the Customer Success function and drive customer loyalty and retention.
- Company: Fast-growing, investor-backed B2B organisation in Surrey.
- Benefits: Competitive salary, bonus, pension, and healthcare.
- Other info: Hybrid work model with opportunities for career advancement.
- Why this job: Join a pivotal growth stage and influence business strategy.
- Qualifications: Experience in Customer Success or Strategic Account Management required.
The predicted salary is between 50000 - 65000 £ per year.
Robert Half is partnering with a fast-growing, investor-backed B2B organisation that is undergoing an exciting period of expansion. They are looking for a Customer Success Manager to build and shape the Customer Success function, working closely with the CMO to drive customer retention, loyalty, and long-term growth.
Location: Surrey
Hybrid: 3 days in office
This is an exciting opportunity to join a rapidly growing, investor-backed business at a pivotal stage of its growth. Reporting directly to the Chief Marketing Officer, you will play a key role in establishing and shaping the company's Customer Success function. This is an ideal opportunity for someone who enjoys building new capabilities, influencing business strategy, and delivering measurable commercial results.
The Role
As Customer Success Lead, you will own the customer success strategy across the business, ensuring customers receive maximum value from the company's products and services throughout their lifecycle. You will work cross-functionally with Marketing, Customer Service, Operations, and Technology teams to improve customer experience, develop customer insight, and identify opportunities for growth within existing accounts.
Key Responsibilities
- Customer Success
- Develop and implement the Customer Success strategy
- Build and introduce a Customer Health framework
- Develop customer retention and reactivation strategies
- Monitor customer engagement and identify opportunities to improve customer lifetime value
- Create scalable Customer Success processes as the business grows
- Customer Loyalty
- Own and continuously improve the company's loyalty programme
- Drive customer adoption and engagement
- Measure programme success and recommend improvements
- Customer Insights
- Lead Voice of Customer initiatives
- Manage customer surveys and Net Promoter Score (NPS)
- Analyse customer feedback and present actionable recommendations
- Use data and insights to influence business decisions
- Strategic Account Growth
- Build relationships with key customers
- Identify growth opportunities within strategic accounts
- Partner with Marketing on Account Based Marketing (ABM) initiatives
- Customer Experience
- Improve the overall customer journey
- Work alongside Customer Service and Operations teams to enhance service quality
- Review customer support processes and identify opportunities for improvement
- Support the Events Coordinators in delivering an exceptional customer experience
About You
We are looking for a commercially minded Customer Success professional who enjoys creating new ways of working and influencing business growth. You will be comfortable operating in a fast-paced environment where you will have the opportunity to shape strategy and build new capabilities from the ground up.
Essential Skills & Experience
- Previous experience within Customer Success, Customer Experience or Strategic Account Management
- Experience developing customer retention strategies
- Strong CRM experience (HubSpot nice to have)
- Experience managing customer journeys and customer lifecycle programmes
- Excellent project management and organisational skills
- Data-driven with the ability to analyse customer behaviour and identify trends
- Commercial mindset with a focus on customer lifetime value and business growth
Desirable Experience
- Building or establishing a Customer Success function
- Loyalty programme management
- Voice of Customer programmes
- Account Based Marketing (ABM)
- Experience within SaaS, subscription, infrastructure or high-growth businesses
- Experience improving customer service operations
The ideal person background experience coming from one of these environments:
- B2B SaaS
- Subscription businesses
- Utilities
- Telecoms
- Technology
- Fleet management
- Infrastructure
- Membership organisations
Compensation & Benefits
Competitive salary + bonus
Pension
Healthcare
Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training.
If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.com/gb/en/privacy-notice.
Customer Success Manager in London employer: Robert Half Limited
As a leading legal organisation in the UK, we offer an exceptional work environment that prioritises hybrid working, allowing our Xero Consultant to enjoy flexibility while contributing to impactful projects. Our commitment to employee growth is evident through comprehensive training opportunities and a collaborative culture that encourages innovation and problem-solving. Join us in London, where you will not only enhance your skills but also play a vital role in shaping client experiences with Xero.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Robert Half Limited. 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 Robert Half Limited 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 Customer Success Manager in London
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 Robert Half Limited:Your cover letter is your chance to shine! Tell us why you want to work at Robert Half Limited 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 Robert Half Limited!
How to prepare for a job interview at Robert Half Limited
✨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.
