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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