Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the go-to person for customers, ensuring they get the best service and support.
- Company: Join Stone Marketing, the UK's largest distributor of fine writing and stationery.
- Benefits: Enjoy a competitive salary, great team culture, and opportunities for growth.
- Other info: Lead a team of Customer Service Advisors in a dynamic and supportive environment.
- Why this job: Make a real difference in customer satisfaction and drive business success.
- Qualifications: 3+ years in customer success or account management; strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
Founded in 1989, Stone Marketing is family-owned and the UK's largest distributor of fine writing, stationery and gift brands.
As a Customer Success Manager, you will be the primary point of contact for all Customers and Sales Reps. You will ensure customers and reps receive excellent service, help them maximise value from our products, and work cross-functionally to resolve issues, distributing workload amongst the team and being accountable for smooth execution. Your success will directly impact customer retention, satisfaction, and revenue growth.
Key Responsibilities- Serve as the trusted advisor for key customers, understanding their business needs and product usage.
- Accountable for supporting reps onboard new customers, providing training and guidance to the team and customers on ordering processes, and account management tools.
- Accountable for monitoring order fulfilment, delivery schedules, and stock availability to ensure smooth operations and that reps are updated with delays, issues whilst being solutions focused.
- Proactively identify opportunities to upsell or cross-sell relevant products based on customer buying behaviour/data, working closely with the reps.
- Collect and analyse customer feedback to guide service improvements and product development.
- Manage and distribute customer enquiries, complaints, and escalations with professionalism and urgency.
- Collaborate closely with sales, warehouse, and procurement teams to ensure customer satisfaction.
- Maintain accurate records of customer interactions, transactions, and service issues in the Orderwise system.
- Track KPIs such as customer satisfaction.
- Support sales reps with account insights and contribute to client retention strategies.
- Direct line management of 3 Customer Service Advisors.
- Bachelor’s degree in Business, Marketing, Communications, or related field (preferred).
- 3+ years of experience in customer success, account management, or B2B client services, preferably in wholesale, retail, or distribution.
- Familiarity with the stationery industry is a plus.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficient in ERP systems (e.g., Orderwise, HubSpot) and Microsoft Office.
- Strong leadership and organisational skills.
- Customer-centric mindset with a passion for building relationships and improving the customer experience.
Customer Success Manager in Tonbridge employer: Stone Marketing Limited
Contact Detail:
Stone Marketing Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Tonbridge
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Stone Marketing or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching common questions for Customer Success Managers. Think about how your past experiences align with the role and be ready to share specific examples of how you've improved customer satisfaction or resolved issues.
✨Tip Number 3
Show off your skills! If you have experience with ERP systems like Orderwise or HubSpot, make sure to highlight that during conversations. Demonstrating your technical know-how can set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the team at Stone Marketing.
We think you need these skills to ace Customer Success Manager in Tonbridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in customer service, account management, and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your background aligns with our needs. Be sure to mention any specific experiences that demonstrate your problem-solving skills and ability to build relationships.
Showcase Your Achievements: When detailing your past roles, focus on your achievements rather than just responsibilities. Use numbers and examples to illustrate how you've improved customer satisfaction or contributed to revenue growth. We love seeing tangible results!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Stone Marketing Limited
✨Know Your Customer
Before the interview, research Stone Marketing and its product offerings. Understand their customer base and think about how you can add value as a Customer Success Manager. Being able to discuss specific products and how they meet customer needs will show your genuine interest and preparedness.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved customer issues or improved processes. Highlight your ability to work cross-functionally and how you’ve collaborated with teams to enhance customer satisfaction. This will demonstrate your proactive approach and solutions-focused mindset.
✨Demonstrate Leadership Qualities
As this role involves managing a team, be ready to discuss your leadership style. Share experiences where you've guided others, provided training, or contributed to team success. Emphasising your ability to lead and motivate will resonate well with the interviewers.
✨Ask Insightful Questions
Prepare thoughtful questions that reflect your understanding of the role and the company. Inquire about their current challenges in customer success or how they measure customer satisfaction. This shows your engagement and eagerness to contribute to their goals.