Customer Success Manager

Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: London, UK

Reporting To: Muhit Basit

Description

What to Expect

As a Customer Success Manager, you will focus on reducing churn within our customer base and assist Key Account directors with Upsells and Uplifts, thereby increasing the annual revenue of the client.

You will work on solutions to help them utilise the available DAM, CMS, and AI tools. You are expected to lead and support QBRs with adoption reports and roadmap deep dives.

On a sales perspective, you will work closely with Key Account Directors to help them close renewals, uplifts and upsell.

Key Responsibilities

• Ensure the customer is receiving the appropriate level of service as contractually agreed and defined by the internal service level framework, including travel to customer locations
• Act as an internal and external contact and escalation point for all assigned customers, with the expectation of 15-20 large enterprise clients
• For each allocated customer, understand the core operating model of the e-commerce & marketing departments and the supporting technology with specific attention to the content management & production process from studio shoot through to publish
• Understand the business drivers and business priorities looking up to 12 months ahead. Map the organisation structure and key decision makers and influencers within the content production & publishing domain
• Able to articulate Amplience strengths vs competing solutions
• Become a trusted advisor to key decision makers and stakeholders with the business and technology teams, spot new opportunities that will drive additional revenue, working with the Account Manager to close, and with the Project Delivery Team to deliver
• Becomes an Amplience platform power-user and works with each customer to increase platform adoption and 'stickiness' by closing the feature/consumption gap, training and by up/cross selling
• Assist in the continuous improvement of internal operating procedures for maximum profit and customer satisfaction
• Motivates, coaches, mentors, and trains new team members to become a high performing team

What You'll Bring (Skills, Experience & Mindset)

• Prior e-Commerce experience
• Min 3 years' experience in a similar role
• Must be highly motivated and visible to customers through meetings, calls and onsite visits
• Good recent experience in e-Commerce & web technology and the related business operating processes
• Embraces and responds well to change in a dynamic, fast changing company and is capable of working in environments with high levels of ambiguity
• Self motivated & passionate about technology and the e commerce domain
• Strong leadership skills which inspire confidence with the customer
• Ability to organise their work and the team's work when under pressure with a demanding customer base
• In depth understanding of the dynamics of business change
• Able to quickly understand the key principles around the Amplience platform as it evolves, and be able to build relationships internally to support knowledge gathering and sharing
• Good at empathising with people to understand their needs and desires, and conveys a sense of urgency when servicing customer needs
• Ability to become a product specialist and an Amplience platform power user
• Makes complex ideas simple and understandable and is someone who makes rational decisions under pressure
• Speaks clearly and articulately with excellent written and verbal communication skills

What Success Looks Like

• Reducing churn with the customer base and reporting risk up to the business
• Able to run customer meetings with confidence on the platform
• Ability to switch from trusted advisor to helping spot gaps in their process to sell the customer further products
• You are curious on our new features and have used them enough to talk through with customers

Benefits Pension Scheme

• Auto enrolled after 3 months' service
• Salary sacrifice scheme to maximise tax efficiency
• 5% employee contribution, matched by 5% from Amplience
• Pension broker: Titan Group (offers financial advice)
• Pension provider: Aegon (moved from Aviva in 2024)

Annual Leave

25 days paid holiday as standard

Length of Service Entitlement

UK Team Entitlement
3+ years continuous service 26 days annual leave entitlement
4+ years continuous service 27 days annual leave entitlement
5+ years continuous service 28 days annual leave entitlement
6+ years continuous service 29 days annual leave entitlement
7+ years continuous service 30 days annual leave entitlement

Enhanced Maternity Leave

• 12 weeks full pay
• 12 weeks at 50% pay
• 15 weeks at statutory maternity pay (SMP)
• 13 weeks unpaid

Enhanced Paternity Leave

• 2 weeks full pay

Sick Pay

• Up to one month's full pay per calendar year (at company discretion, with medical certificate)

Study Leave

• 5 days for employees on accredited long term courses (12+ months)

Birthday Leave

• One paid day off during your birthday month

Company Wide Recharge Days

• One day off per quarter for the whole business - rest, recharge, and reset

All roles are laptop enabled

Working arrangements agreed with your line manager

Freedom Fridays: Finish early on Fridays to support work life balance (full time employees only)

Holiday Buy Scheme

• Purchase up to 5 extra days per year, repaid through salary deductions

Cycle to Work Scheme

• Save on bikes & accessories via tax efficient payments (Blackhawk Network)

Tech Scheme

• Purchase tech items and spread the cost over 12 months via salary deduction (Blackhawk Network)

Season Ticket Loan

• Advance loans available for travel tickets, repaid via payroll

Charity/Volunteer Days

• Up to 3 paid days a year for volunteering or charity work

Payroll Giving (CAF - Give As You Earn)

• Tax free donations to UK charities, directly from your salary

Eyecare

• Reimbursement for a standard eye exam every two years

Employee Referral Bonus

• £1,200 / €1,400 / $1,500
• 50% paid at 4 months, 50% at 7 months post hire

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