Customer Success Manager (London)

Posted 13 hours 41 minutes ago by Deepstreamtech

£80,000 - £100,000 Annual
Permanent
Full Time
Call Centre / Customer Service Jobs
London, United Kingdom
Job Description
Requirements
  • 3+ years experience orchestrating amazing customer experiences across a diverse customer portfolio - maximising product adoption, creating brand champions, and increasing customer advocacy as a result of your strong and successful relationships
  • (Desirable) Customer Success Experience
  • Proven commercial growth of your portfolio, achieved through high customer retention, revenue expansion at renewal, and proactive growth of product use
  • (Desirable) Has worked in a SaaS start up environment - whereby you've had to roll up your sleeves and get stuck in
  • (Desirable) Led change management projects that have included transitioning customers from one product to another
  • You're a natural problem solver and trust builder - motivated by delivering the best possible outcomes for others
  • It goes without saying that you will be an absolute whizz on the basics - professional communication, attention to detail, proactivity, technical aptitude and impeccable internal admin are vital
What the job involves
  • You'll own a portfolio of customers across industries and tiers, guiding them post-onboarding as their trusted advisor - ensuring they optimise their use of Source to fulfil regulatory obligations with efficiency and accuracy
  • Uncovering of expansion opportunities (new teams, new use cases, different offices) through deep customer insight, driving revenue growth via stakeholder management and execution
  • Proactively monitoring health signals (usage, engagement, feedback) to mitigate churn
  • You'll need to balance the customer mindset with the commercial acumen - being a customer advocate whilst upholding the technical road map
  • Creating a strategic plan to grow the value of your portfolio will be one of your top priorities
  • Transitioning some of First AML's legacy customers to our Source
  • Collaborating with a number of our teams including customer delivery, sales and senior leadership