Customer Success Manager

Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Manchester, UK

Compensation: £40,000 - £50,000 / year

Description

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino's, Teva Pharmaceuticals, and Technicolor.

Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, and Warsaw, we operate across North America, EMEA, and Australia.

Click on any of our vacancies and you'll see one thing in common - they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you're a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.

The Customer Success Manager is responsible for ensuring our mid-market customers have a meaningful understanding of our platform and find value in the Interact solution. They work throughout the customer lifecycle to identify customer goals and needs and align solutions to achieve impactful outcomes. The customer loyalty that the CSM earns across these organizations is critical to achieve exceptional customer outcomes (success stories), high customer retention, and growth for our business.

A little about you

• Bachelor's degree or relevant experience
• Demonstrated experience retaining and growing customers in a Customer Success Role (SaaS experience preferred)
• Experience in Project Management, influencing and aligning internal stakeholders to achieve customer outcomes
• Advanced knowledge of Customer Success concepts, processes and techniques including customer interaction, escalation, retention strategies, opportunity identification and qualification)
• Knowledge of customer success systems
• Advanced Knowledge/use of MS365 tools
• Assertively influence customers and internal stakeholders to create the best outcome for Interact and for the customer
• Engage, teach, tailor to your audience, and take control in individual and group conversations
• Articulate customer-specific commercial insights to increase adoption of core and extended solution functionality
• Ask smart questions and listen well - for both the literal answers and the motivations / ambitions / fears that underpin them
• Are a natural storyteller with the ability to understand and engage your audience at all levels of the organization
• Communicate (verbally and in all written channels), in a clear, concise and professional manner tailored to the audience
• Are disciplined in maintaining accurate and timely data and context for all accounts enabling timeliness and accuracy in forecasting, and crisp decision making

About the role

• Build meaningful and trusting relationships across a wide variety of mid-market and SMB organizations
• Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding
• Have a strategic approach to customer base segmentation to help manage and prioritise a varied customer base
• Plan and engage in strategic interactions with customers where the customer realises value from the interaction and where we gain insight to future opportunity
• Maintain alignment on outcomes, value-measurement, change management and adoption strategy
• Analyse and respond to customer health data (Identify churn risk and work towards solutions to reduce risk)
• Identify customer issues and needs and work in partnership with internal teams and customer toward solutions
• Identify, qualify and drive upsell and expansion opportunities to meet targets
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis
• Function as the customer advocate and translate customer usage and feedback into actionable insights for how we can better serve our customers
• Maintain accurate and timely data and context for all accounts enabling billing, forecasting, and crisp decision making
• Responsible for building out and maintaining Customer Success platform, liaising with supplier and raising tickets when needed

Benefits

• 25 days annual leave (with the option to buy and sell additional days)
• Cycle to work scheme
• Access to Learning & Development platform
• Life Insurance
• Auto Enrolment Pensions
• Healthshield (Cashback on dental check-ups and fillings, eye tests, physiotherapy, prescriptions and much more)
• Reimburse for usage of personal mobile phone
• Free Gym membership and Free Friday lunch for office based staff