Customer Success Manager. Customer Experience Saas

Salary: £36,000 – £42,000 per year

Customer Success Manager – Customer Experience Software. Global CX Leader. EMEA role

UK home based, fully remote. UK HQ in South East

£50,000 – £65,000 base + Comprehensive Benefits and Commission/Bonus

Global Blue Chip SaaS software vendor requires experienced Customer Success Manager to joint them at a time of healthy growth in a new role focusing on revenue protection, customer advocacy and strategic customer review for major clients in the Customer Success and Call Centre Analytics Software arena including global retail and household service brands. The company as a whole is now fully remote though you will have periodic line manager and customer meetings and contact via selected UK business center agreements.

You can be anywhere in the UK. Some EMEA travel likely but less so, post Covid. Will suit someone who is currently in a similar CSM role who enjoys securing enterprise accounts and developing relationships by phone email and Teams.

The Role:

Working as a trusted advisor you will help clients achieve their overall business objectives using their wide product range – creating loyalty through satisfaction. You will partner with clients to demonstrate return on investment, secure annual contract renewals and create the demand for new products and services. The CSM will engage with internal teams Pre-Sales, Sales Operations, Support and Professional Services teams to provide a successful customer experience.

Day to day you will:

Work to minimise churn within the customer base

Protect annual recurring revenues

Deliver quarterly business reviews to client stakeholders

Ensure customer advocacy for product utilisation best practice

Identify new opportunities to expand the breadth and depth of the portfolio

Own customer relationships – working with them on their critical drivers/success factors for using the products

Develop customer success plans and scope new opportunities

Required:

3-5 years plus experience in a similar Customer Success role

Solid experience working with Enterprise SaaS software customers including any retail, financial services, banking or similar clients

Excellent Comms skills at all levels

Commercial Awareness

Used to working in a fast-paced revenue focused environment

A track record of nurturing and growing client revenue

Strong Professional Services customer services ethos and great interpersonal skills

Use of Salesforce or similar CRMs

Reporting and experience working with pre-sales and software renewals teams

Nice to haves – Experience of similar customer experience (CX) and any call centre analytics type systems

English speaking role with EMEA clients

Excellent career development in a major international software vendor, full benefits package, commission and full product training and equipment on offer.

Customer Success Manager – Customer Experience SaaS Software

UK home based

TO 65K + Comm!