Customer Success Manager

The Details

• Package:
  £40,000 – £45,000
• Contract:
  Permanent
• Working:
  3 days in the office (Mon, Tues, Weds), 2 working from home
• Benefits:
  Competitive Salary, excellent pension and reward schemes
• Location:
  North East London

The Opportunity

• The company\’s HR SaaS products are in high demand; employee recognition and rewards, helping clients to build excellent workplace cultures, to improve retention and productivity
• Impressive company growth; they have 3,000 clients (98% retention rate)
• Their own staff retention is excellent, due to the quality of their culture
• We have placed three BDRs and one Customer Success Manager into the company, all are doing really well and are enjoying their roles
• The Head of Customer Success (your manager) is excellent to work with. She has a long tenure at the business, because; \”no two days are the same, I love the culture here and I have always been given opportunities to progress\”
• Two days working from home (Thursday, Friday)
• Annual trip to Salt Lake City in the US

Company Overview

Rewards and employee recognition SaaS business, helping medium-large organisations to enhance their culture, retention and improve leadership capabilities. Their products are supported by an internal research institute, who analyse workplace culture and the psychology of motivation.

Join a Client Success team of 21 people.

The Role

• Customer first mindset; be the key point of contact for clients, ensuring the growth of one large client account and a group of smaller accounts, through world class account management
• Provide technical and product support; working with internal stakeholders on growth opportunities
• Customer Onboarding and Training – ensuring clients have a great onboarding experience and provide continuous training to get the most value out of their program solution
• Strategic Thinking – proactive with your ideas to offer solutions to clients, and collaborate with sales to identify opportunities for account expansion.
• Working with the sales team on opportunities for existing account growth
• Champion the Voice of the Customer internally, working with teams across the business to meet client needs.
• Manage projects and prioritise workloads
• Offer expert guidance on available tools and technologies, aligning solutions with client goals and technical requirements.
• Work alongside the Project Manager and Head of Customer Success

The Person

• Confident Account Manager, with experience working with C-suite business partners across the globe
• B2B client relationship management of £1m+ spend Enterprise accounts experience is ideal
• Experience of SaaS account support is preferable
• Builds long-lasting relationships with key contacts
• Proactive approach to work, thrive on change and excited about continuous learning
• Organised, creative and excellent project management skills