Customer Success Manager £50-60k basic 20 OTE
CUSTOMER SUCCESS MANAGER ** SOFTWARE AS A SERVICE, SaaS, CLOUD BASED SOFTWARE ** CUSTOMER JOURNEY, CX Solutions, Customer Experience
What does a customer success manager do for a software business? Our client is very clear that you your role isn't sales. You're an expert in enabling value for customers and you'll be able to embed yourself into your client's customer success programme. Maybe you're a customer success manager currently, looking for the platform to progress. Maybe you're in a different type of role- you might be an account manager, project manager or a consultant. But chances in the customer success team don't come easily- you'll be working for the flagship part of the business under an influential manager so they will only consider individuals that can demonstrate a high level of success in their current role. Maybe you'd love something closer to the Midlands instead of having to commute South to get into the office. Maybe you'd love a fresh challenge in a new industry, something with the scope to shape, make a big difference and get you motivated for the early mornings. Especially if that opportunity was in a high-growth market that doesn't look like slowing down in the foreseeable. One that Forbes recently predicted to be worth $32bn in 2018 alone. Unfortunately, this combination of features would be extremely hard to come by . .
This is what makes this an amazing one. Working with a global SaaS provider, your role will be to manage a select base of enterprise accounts and maintain a highly impressive rate of renewals. In addition to working alongside other dedicated Customer Success Managers (CSMs), you'll have access to resource from various other teams to drive value to the customers.
Our client is a global leader in their own right with a unique capability around customer experience solutions, delivering huge monetary and intangible return, backed by strong referenceability and case studies with leading enterprises. In essence, the perfect platform is here for someone with the right level of Customer Success experience to come in and make a real difference, propelling their own career progression and earnings potential.
Established: 15-20 years.
Core offering: Software as a Service (SaaS) & Technology solutions:
KEY EXPERIENCE REQUIRED
There is full training and 'on-boarding' with the role, as such, industry sales experience is not a necessity.
Some experience as a Customer Success Manager is an advantage but not essential.
Experience of working within the SaaS / Software environment is an advantage but not essential.
Experience of building valuable customer relationships; demonstrating an ability to drive customer success beyond just commercial agreements, upsell/cross sell or standard sales scenarios. Can have a conversation based around value.
Track record of hitting licence renewal targets.
Customer centric mentality.
Organised and structured, can manage internally and externally.
Drive and motivation; examples of key wins or success.
Ideally degree educated or of degree calibre. Not essential.
As a Customer Success Manager (CSM), your role is to work with a base of select enterprise clients to ensure they are getting maximum value and benefit from the solution and therefore renew their contract at the end of term. The renewal element will not directly be your responsibility. You'll also be responsible for account health plans, value realisation and programme reviews with clients. Our client's impressive and near-perfect renewal rate is testament to this culture. Where else would the current performance rate be higher than the target they'd expect you to achieve?
The offering is industry agnostic, highly scalable and hugely successful within organisations from large, household names to SMEs. The candidate will be provided with the opportunity to work across multiple sectors and type of businesses. No two days will be the same and here lies the opportunity to be a big part of an established, growing company that is a true disruptive player in their field.
The role is autonomous and the company will allow you to work from home
JOB TITLE:? CUSTOMER SUCCESS MANAGER, CX Solutions, Customer Experience
LOCATION: Birmingham, Coventry, Northampton, Bristol, Nottingham, Manchester, Liverpool, Leeds, Oxford, Cambridge, Milton Keynes,
PACKAGE:?£50-60k basic,?+ 20% OTE, + car allowance