Strategic Customer Success Manager

Strategic Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: London - UK

Description

Shape the Future of Work with Eptura

At Eptura, we're not just another tech company-we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.

As a Strategic Customer Success Manager, you will manage a book of business focused on driving user adoption and customer retention. Your primary goals are to maximize growth and minimize gross churn. You'll identify upsell opportunities, guide customers through module upgrades and training, and collaborate cross functionally with sales. You'll also serve as the first point of escalation, navigating difficult conversations with key stakeholders and keeping leadership informed of at risk accounts.

Responsibilities

• Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business.
• Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI.
• Build strong stakeholder relationships: Develop long term partnerships and navigate challenging conversations with confidence.
• Drive post sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health.
• Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems.
• Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers.
• Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health.
• Coordinate cross functional support: Assemble internal teams to deliver recovery plans for distressed accounts.
• Identify usage patterns: Spot trends to improve organizational adoption of company solutions.
• Support renewals: Partner with renewal and account management teams as needed.
• Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews.
• Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives.
• Support enablement initiatives: Provide feedback and assistance to the enablement team.
• Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.

About You

• Customer success is your priority: You define success by customer outcomes, long term health, and reliable execution.
• Customer centric mindset: You're passionate about delivering exceptional experiences.
• Data driven approach: You're comfortable analyzing data and spotting patterns.
• Adaptable and open to change: You embrace new processes and continuous improvement.
• Tech savvy and curious: You enjoy learning and understanding products from a user perspective.
• Industry aware: You follow trends and use insights to enhance conversations.
• Metrics focused: You understand key metrics like Gross Retention, Net Retention, NPS, and health scores.
• Excel proficient: You can interpret and analyze data effectively.
• Performance oriented: You stay current on best practices to improve adoption, satisfaction, and revenue.
• Experience with CS tools: Familiarity with Salesforce, ChurnZero, PlanHat, Totango, and/or Gainsight.
• Customer Success expertise: Proven success managing a book of business and understanding CS as a discipline.
• Results driven mindset: Strong background in Customer Success or related Customer Experience functions.

Benefits

• 25 Days Holiday
• Contributory Pension
• Life Insurance (DIS)
• Eye care vouchers
• Flexible working

Eptura Information

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.