At a Glance
- Tasks: Help customers succeed with our platform through engagement and support.
- Company: Join a dynamic SaaS company focused on customer success.
- Benefits: Competitive salary, flexible work options, and growth opportunities.
- Other info: Fast-paced environment with a focus on innovation and collaboration.
- Why this job: Make a real impact by driving customer satisfaction and product adoption.
- Qualifications: 2+ years in customer-facing roles and strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
As a Customer Success Manager, you will be responsible for helping Siteimprove customers succeed and grow with our platform. You will manage a portfolio of customers and support them through a mix of 1:1 engagement and scalable programs (such as webinars, onboarding journeys, and digital campaigns). Your focus will be to drive product adoption, retention, and expansion while helping customers realize measurable value. In this role, you will work with customer data, automation, and structured playbooks to deliver Customer Success at scale. You will collaborate closely with Sales, Marketing, Services, and Support to ensure consistent and strong customer experience.
What you will be doing
- Manage a portfolio of customers across the lifecycle (post-implementation to renewal and expansion)
- Meet and exceed overall customer gross and net retention goals with assigned customers
- Contribute to retention and identify opportunities for growth within your portfolio
- Support renewal and expansion conversations in collaboration with Sales, Services and Renewals teams
- Act as the voice of the customer internally and ensure feedback is shared across teams
Scaled Program Execution
- Execute 1:many customer engagement programs (e.g., webinars, office hours, onboarding and adoption journeys)
- Support development of repeatable playbooks and scaled engagement models
- Contribute to scalable onboarding, adoption, and retention initiatives across customer segments
Data-driven & Digital Engagement
- Use CRM and Customer Success Platform to manage customer activity and priority actions
- Analyze customer data to identify trends, risks, and opportunities
- Leverage templates, automations, and campaigns to improve efficiency and consistency
- Suggest improvements to processes, programs, and ways of working that positively impacts customer experiences
What we will require of you
- 2+ years in customer-facing role (Customer Success, Account Management, Support, or similar)
- Experience managing a portfolio of customers
- Strong communication skills with the ability to engage customers in 1:1, 1:many and through digital formats
- Comfortable working with tools such as CRM systems and customer success platforms
- Analytical mindset with an ability to interpret data and take action
- Native-level Dutch and professional English proficiency
- Travel as needed
What we will love about you
- Experience working in a SaaS or subscription-based environment
- Exposure to scaled or digital customer engagement (e.g., webinars, office hours, campaigns)
- Familiarity with Customer Success Platforms (e.g., Planhat, Gainsight, Totango)
- Interest in automation, AI, and data-driven workflows
Customer Success Executive in London employer: Siteimprove
At Siteimprove, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Customer Success Executive, you will benefit from extensive growth opportunities in a fast-paced SaaS environment, where your contributions directly impact customer satisfaction and success. Our commitment to employee development, coupled with a supportive team atmosphere and a focus on data-driven strategies, makes Siteimprove a rewarding place to advance your career while making a meaningful difference for our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Siteimprove. 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 Siteimprove 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 Executive 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 Siteimprove:Your cover letter is your chance to shine! Tell us why you want to work at Siteimprove 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 Siteimprove!
How to prepare for a job interview at Siteimprove
✨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.
