We are working exclusively with our client to find a Customer Success Manager.
About: Our client operates in the quantum, space, meta and sustainability verticals to help bring attention to new cutting-edge technologies and provide up to date market information to investors, innovators and government bodies through their SaaS platform.
Their SaaS platform is providing up-to-date market intelligence to help customers to expand business development, form new partnerships, develop new technologies and invest in the right areas.
With proven success with a new business sales team, led by their Chief Revenue Officer, it is now time to bring on a Customer Success Manager to manage key customer relationships to drive customer usage and identify upsell opportunities.
Key Highlights: Strong value proposition being one of the only solutions on the market providing the most up-to-date and accurate information on businesses operating in the Quantum, Space,and Climate vertical.
Large TAM with a strong existing client base which includes PwC, Microsoft, BMW, Airbus, The British Government, EY and Accenture - you will be managing all customer relationships.
There is currently 52 customers for you to manage!
Current challenge of consistent new customers joining the SaaS platform with no internal resource to make sure they are onboarded correctly.
Lot's of opportunity to make a big impact, quickly.
Working closely with the Chief Revenue Officer to help develop the Customer Success function, you will be the first person in the role and will build the foundations of success.
Strong company performance at coming from their SaaS platform.
Their offering is split between a SaaS offering (ACV £50k) and consulting services (6-figure ACV).
Your role is to manage the SaaS client base to drive usage and platform adoption.
£50k - £60k base + £15k OTE Fully remote working and other benefits to be discussed - looking to hire ASAP!
The Role: Developing in-depth expertise in the SaaS platform to onboard new customers in a way to maximise their value through usage - this will involve granting access and training new users on how to use the system.
Building and maintaining strong customer relationships as a consultant-led advisor throughout the term of their contract to drive usage and, subsequently, renewal rates.
This will include white-boarding sessions, creating workflows and regular check-ins with clients.
Advising clients on best-practise, sharing what you have learnt from other customers and using your knowledge to drive account success on enablement sessions.
Training existing customers on new product launches and updates to the service.
Multiple stakeholder engagement and multi-threaded relationships to make sure the people at each buyer level are experiencing the ROI they expected when deciding to buy the platform.
Dealing with potential customer issues as they arise in a timely and professional manner - the client is working with some of the most prestigious organisations globally and they aim to provide excellent customer service.
This will involve a proactive approach and coordination of internal teams where escalation is necessary.
Act as the internal voice of the customer in the organisation; this involves providing feedback to the product team on where the platform should develop and with marketing teams to help coordinate case studies.
Partnering with each vertical-led Account Executive during new client handovers.
During the term of a customer relationship, you will identify upsell opportunities and report them internally.
Working on SLT led KPIs which include customer renewal rates, NPS and account growth.
Collaborating with wider teams, including leadership, finance, marketing and product to provide prospect feedback to further refine the commercial function.
Maintaining good CRM hygiene to provide accurate forecasts on churn and account growth.
Requirements: At least 2 years as a Customer Success Manager or Account Manager where you were the main point of contact for key accounts.
Bonus if you were directly managing relationships with technical stakeholders.
Experience managing enterprise accounts with high 6-figure annual spend.
Excellent time management, in this role you will be looking after 52 accounts at all levels where high levels of service is paramount.
Ability to work autonomously where you will take ownership of your accounts and be responsible for their long term success.
A strong track record of performance against KPIs focused on renewal rates, NPS and account growth.
Significant experience in an early stage company with under 100 employees; bonus if you were part of the founding CSM team and helped build from scratch.
A high aptitude to learn technical concepts, either proven through education or previous work experience.
Have excellent written and verbal communication skills.
Proficient with the industry-standard customer service tech-stack.
Benefits: £50k - £60k base + £15k OTE Fully remote working (UK based) Quick progression Other benefits to be discussed