At a Glance
- Tasks: Manage strategic customer accounts and drive SaaS adoption for real business value.
- Company: Innovative SaaS company transforming the construction tech landscape.
- Benefits: Competitive salary, bonus, excellent benefits, and career progression opportunities.
- Other info: Collaborative culture where your ideas are valued and growth is encouraged.
- Why this job: Shape Customer Success and make a genuine impact on high-profile clients across EMEA.
- Qualifications: Experience in Customer Success or Strategic Account Management, ideally within SaaS.
Shape the future of Customer Success. Are you an experienced Customer Success or Strategic Account Manager with a passion for helping customers achieve real business value from SaaS technology? Value Added Recruitment is looking for a commercially minded Customer Success Manager to manage a portfolio of strategic customers across EMEA, ensuring they successfully adopt our market-leading SaaS platform while driving customer satisfaction, retention and long-term account growth.
This is a fantastic opportunity to join a respected organisation at an exciting stage of its digital transformation, where Customer Success is central to the company's future growth strategy.
The Opportunity
You'll own the post-sales customer journey, becoming a trusted advisor to key stakeholders and helping customers maximise the value of their investment. Working closely with Sales, Product and Support teams, you'll deliver an exceptional customer experience while identifying opportunities to increase adoption, improve retention and generate additional revenue. If you enjoy building long-term client relationships, influencing senior stakeholders and making a genuine commercial impact, this role offers an excellent opportunity to do exactly that.
Key Responsibilities
- Manage a portfolio of strategic customer accounts across EMEA.
- Lead the successful migration of customers from legacy solutions to a modern SaaS platform.
- Build trusted relationships with executive sponsors, business leaders and operational users.
- Develop Customer Success Plans aligned to customer objectives and measurable business outcomes.
- Drive customer onboarding, adoption, engagement and long-term value realisation.
- Deliver Quarterly Business Reviews, health checks and strategic planning sessions.
- Act as a trusted advisor, sharing industry best practice and product expertise.
- Own customer renewals, retention and Net Revenue Retention (NRR) performance.
- Identify and develop upsell and cross-sell opportunities alongside the Sales team.
- Monitor customer health, proactively identifying risks and implementing retention plans.
- Capture customer feedback to help shape future product development.
- Promote customer advocacy through references, case studies and success stories.
- Maintain accurate CRM data, customer plans and forecasting information.
- Collaborate closely with Sales, Product and Technical Support to deliver a seamless customer experience.
About You
You'll already have experience managing strategic customer relationships and will understand how to combine exceptional service with strong commercial awareness. You'll ideally bring:
- Experience in Customer Success, Strategic Account Management or Senior Account Management.
- A background within SaaS, software, technology or construction and the built environment.
- A proven track record of improving customer retention, renewals and account growth.
- Experience delivering onboarding programmes and driving software adoption.
- Strong commercial awareness with experience identifying expansion opportunities.
- Excellent stakeholder management skills, including working with senior decision-makers.
- Experience using CRM systems and customer success metrics.
- Outstanding communication, presentation and relationship-building skills.
- A proactive, organised and customer-focused approach.
Success in this role will include:
- Delivering high Net Revenue Retention (NRR).
- Increasing customer retention and renewal rates.
- Growing expansion revenue through upselling and cross-selling.
- Driving product adoption and customer engagement.
- Improving customer health and satisfaction.
- Developing customer advocates, references and case studies.
Why Join?
This is an opportunity to play a pivotal role in the continued growth of an innovative SaaS platform while working with high-profile customers across EMEA. You'll enjoy:
- Managing strategic customer relationships rather than high-volume accounts.
- Working closely with Product, Sales and Support to influence customer outcomes.
- The opportunity to shape Customer Success best practice across the business.
- A collaborative, supportive culture where your ideas are valued.
- Genuine opportunities for career progression as the business continues to grow.
- Receive a competitive salary, and benefits package.
If you're looking for a Customer Success role where you can build long-term partnerships, drive commercial success and help customers realise measurable value from technology, we'd love to hear from you. Apply today to find out more.
Customer Success Manager in Bracknell employer: Value Added Recruitment
Join a rapidly growing AI technology business that is revolutionising customer engagement for enterprise organisations. With a competitive salary, equity options, and the flexibility of remote or hybrid working, this role offers not just a job but a chance to be part of a pioneering team at the forefront of conversational AI. The company fosters a dynamic work culture that prioritises employee growth and provides genuine career progression opportunities in a high-growth environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Value Added Recruitment. 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 Value Added Recruitment 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 Bracknell
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 Value Added Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Value Added Recruitment 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 Value Added Recruitment!
How to prepare for a job interview at Value Added Recruitment
✨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.
