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- Tasks: Manage client accounts and ensure high customer satisfaction while promoting product usage.
- Company: Join Windward, a leader in maritime solutions, focused on customer success.
- Benefits: Enjoy a dynamic work environment with opportunities for travel and professional growth.
- Why this job: Be the voice of the customer and make a real impact in a global company.
- Qualifications: 4+ years in Customer Success, SaaS experience, and strong communication skills required.
- Other info: Willingness to travel up to 30% is essential; additional languages are a plus.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for an experienced Customer Success Manager with a passion for customer satisfaction and business to join our business unit team in London, UK.
As a customer success manager at windward, you’ll be working with strategic commercial enterprises and organisations and will serve as the company’s primary point of contact. Your main responsibilities will be to achieve high customer satisfaction, ensure product usage and value, and enable additional sales. You’ll be doing that by training customers, promoting their requests, and analysing and personalising the company’s unique offering to the customer needs.
Responsibilities:
Manage clients’ accounts directly on both strategic and operational levels: technical, business, support, and product.
Trusted customer advisor and value creation.
Responsible for Account Management and relationship.
Responsible for renewal negotiations and maintaining a low Gross Churn.
Main expert contact.
Provide the voice of the customer internally.
Train customers on the different solutions and use cases client at onboarding and ongoing.
Upsell/expand existing customers installed base.
Introduce and assimilate new features.
Work closely with the Delivery, Support, R&D, Product, Marketing and sales teams.
4+ years of experience in a Customer Success / Account Management role
Experience with working in SaaS companies with global enterprise customers – a must
Experience with Maritime domain – a major advantage
Experience in value based discussions and commercial negotiations with customers.
Experience working with product and R&D management.
Willingness to travel to multiple locations worldwide, up to 30% of the time.
Excellent interpersonal and communication skills, from users to high-level executives; quick learner, curious, creative, and open-minded.
Experience working with Customer Success supporting systems such as SalesForce, CS Platforms and training tools.
Familiarity with B2B customers and business processes – is an advantage.
Additional languages other than English – an advantage
customer success manager employer: Windward
Contact Detail:
Windward Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land customer success manager
✨Tip Number 1
Familiarize yourself with the maritime domain, as it’s a major advantage for this role. Research current trends and challenges in the industry to demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in the Customer Success and SaaS fields. Attend industry events or webinars to connect with potential colleagues and learn more about best practices in customer satisfaction.
✨Tip Number 3
Brush up on your negotiation skills, especially in value-based discussions. Consider role-playing scenarios with friends or mentors to build confidence in handling commercial negotiations.
✨Tip Number 4
Showcase your experience with Customer Success supporting systems like SalesForce. If you have certifications or completed relevant training, be sure to mention them when discussing your qualifications.
We think you need these skills to ace customer success manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Customer Success and Account Management, especially in SaaS environments. Emphasize any relevant experience with global enterprise customers and the maritime domain.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer satisfaction and how your skills align with the responsibilities outlined in the job description. Mention specific examples of how you've successfully managed client accounts and driven value.
Showcase Relevant Skills: Highlight your interpersonal and communication skills, as well as your experience with Customer Success supporting systems like SalesForce. If you have additional language skills, be sure to mention them as they can be an advantage.
Prepare for Interviews: Be ready to discuss your approach to customer training, upselling, and handling renewals. Prepare examples of past experiences where you acted as a trusted advisor and provided value to clients.
How to prepare for a job interview at Windward
✨Show Your Passion for Customer Success
Make sure to express your enthusiasm for customer satisfaction during the interview. Share specific examples of how you've gone above and beyond to ensure clients are happy and successful with the products or services you've managed.
✨Demonstrate Your Experience with SaaS
Highlight your experience in SaaS companies, especially with global enterprise customers. Be prepared to discuss how you have managed accounts and driven value in a similar environment, as this is crucial for the role.
✨Prepare for Value-Based Discussions
Since the role involves commercial negotiations, practice articulating your approach to value-based discussions. Think of scenarios where you successfully negotiated renewals or upsells and be ready to share those stories.
✨Familiarize Yourself with the Maritime Domain
If you have any experience or knowledge about the maritime industry, make sure to bring it up. Even if it's limited, showing that you're willing to learn and understand the domain can set you apart from other candidates.
