At a Glance
- Tasks: Lead the Customer Success strategy and enhance customer experiences.
- Company: Fast-growing, investor-backed B2B business transforming its industry.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a collaborative team focused on innovation and customer loyalty.
- Why this job: Make a real impact by shaping customer success in a dynamic environment.
- Qualifications: Experience in Customer Success or Strategic Account Management required.
The predicted salary is between 60000 - 80000 £ per year.
Robert Half is partnering with an ambitious, investor-backed business that's transforming its industry through innovation and exceptional customer experiences.
Following an exciting period of growth, the organisation is investing in building a best-in-class Customer Success function and is looking for an experienced
Customer Success Manager to drive this journey.
**Customer Success Manager**
Location
Surrey area (Hybrid – 3 days in office)
Are you passionate about creating exceptional customer experiences and building high-performing customer success functions from the ground up?
We're partnering with a fast-growing, investor-backed B2B business entering an exciting new phase of growth. As
Customer Success Manager , you'll report directly to the Chief Marketing Officer and have the unique opportunity to design and lead the company's Customer Success strategy, driving customer retention, loyalty and long-term commercial growth.
This is a highly visible role with real influence, ideal for someone who thrives in a scale-up environment, enjoys solving complex business challenges and wants to make a lasting impact.
Key Responsibilities
As Customer Success Lead, you'll take ownership of the end-to-end customer journey, ensuring customers achieve maximum value from our products and services while identifying opportunities to deepen engagement and grow strategic accounts.
- Build & Lead Customer Success
- Develop and execute the company's Customer Success strategy.
- Design scalable customer success processes that support business growth.
- Build and implement a Customer Health Score framework.
- Develop retention, renewal and customer reactivation initiatives.
- Drive customer lifetime value through proactive engagement strategies.
- Customer Loyalty & Engagement
- Own and evolve the company's customer loyalty programme.
- Increase customer adoption, engagement and advocacy.
- Measure programme performance and implement continuous improvements.
- Voice of the Customer
- Lead Voice of Customer initiatives across the organisation.
- Manage customer surveys, Net Promoter Score (NPS) and feedback programmes.
- Analyse customer insights and turn data into meaningful business recommendations.
- Influence strategic decisions through customer intelligence.
- Strategic Account Growth
- Build strong relationships with key customer accounts.
- Identify upselling, cross-selling and expansion opportunities.
- Partner with Marketing on Account-Based Marketing (ABM) campaigns.
- Customer Experience Excellence
- Continuously improve the end-to-end customer journey.
- Collaborate with Customer Service, Operations and Technology teams to enhance service delivery.
- Review and optimise customer support processes.
- Support customer events and engagement initiatives that create memorable experiences.
What We're Looking For
We're seeking a commercially minded Customer Success professional who enjoys building new capabilities, influencing strategy and delivering measurable business outcomes.
You'll be proactive, data-driven and comfortable working in a fast-paced, high-growth environment where your ideas will directly shape the future of the business.
Essential Experience
- Proven experience in Customer Success, Customer Experience or Strategic Account Management.
- Strong track record of developing customer retention and engagement strategies.
- Experience managing customer lifecycle programmes and customer journeys.
- Strong CRM knowledge (Hub Spot experience is advantageous).
- Excellent project management and stakeholder management skills.
- Analytical mindset with the ability to interpret customer data and identify trends.
- Commercial awareness with a focus on customer lifetime value, retention and growth.
Desirable Experience
- Building or scaling a Customer Success function.
- Loyalty programme management.
- Voice of Customer (Vo C) initiatives.
- Account-Based Marketing (ABM).
- Improving customer service operations.
- Experience within high-growth or subscription-based businesses.
If this role aligns with you, please click apply and I will reach out to discuss further.
Customer Success Manager in Guildford employer: Robert Half
At Robert Half, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As an IT Project Manager, you'll have the opportunity to lead transformative projects in a highly regulated environment, supported by a team that values professional growth and development. With competitive benefits and a commitment to employee well-being, we ensure that our team members thrive both personally and professionally in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Robert Half. 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 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 Guildford
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:Your cover letter is your chance to shine! Tell us why you want to work at Robert Half 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!
How to prepare for a job interview at Robert Half
✨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.
