Customer Success & Support Manager

Location:Guildford
Salary:£50,000 - £70,000
Type:Permanent
Sector:SaaS

Overview

2i Recruit are excited to be assisting a dynamic, global SaaS organisation who due to continued success and company growth have a unique opportunity for an experienced CSM to lead a small team. As a key member of the organisation’s senior management team, you will be responsible for driving customer advocacy and exceptional customer service.

The key aims of this role are:

  • Maintain high customer retention
  • Increase licence and services sales to existing customers
  • Prompt on-premise customers to consider updating
  • Increase advocacy amongst customer base
  • Build the culture and business process to embed customer success within our organisation

 

Responsibilities

  • Build a pro-active customer success attitude and skills within the team and across the organisation
  • As the primary touchpoint for existing customers, build and maintain close relationships with them
  • Pro-actively identify and resolve issues with existing customers
  • Manage the support team to ensure that issues are resolved quickly, and opportunities realized
  • Onboard and upskill new customers
  • Customer training, content and documentation
  • Regular customer communication such as customer success stories, newsletters and release announcements
  • Manage initial customer requests for new features
  • Challenge, hold accountable and motivate your team members
  • Produce targets and achievements to measure your team against and allocate end of year bonuses against
  • Create a customer success plan and implement it.

 

Attributes:

  • A motivating, positive and ‘can do’ attitude
  • Highly organized and able to multi-task.
  • Self-driven and proactive nature.
  • Excellent written and verbal communication and interpersonal skills.
  • A strong strategic vision for customer success
  • Passion for great service.
  • Proactive, motivated, calm and show initiative, friendly with a good sense of humour.
  • Commercially aware
  • Structured, focused on priorities and competent in building relationships.
  • You have an enthusiastic personality, are excited by meeting clients and will go the extra mile

Experience

  • Experience within a fast paced, dynamic and entrepreneurial SME company
  • At least 3 years’ experience either in a Customer Success in a SaaS company, working with a portfolio of clients.
  • You have experience managing clients and developing relationships.
  • Have built and transformed a team

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

Apply now





    CV*


    Would you like to discuss this role further?
    Speak to the 2i Team: 01483 414719

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