About Odicci Odicc is a leading gamification as a service provider, committed to delivering exceptional customer experiences and driving success for our clients.
We are looking for a dynamic and proactive Senior Customer Success Executive to join our team and help our customers get the most out of our platform, ensuring long-term relationships and value growth.
> The Role As a Senior Customer Success Executive, your primary goal is to drive customer adoption, retention, and expansion.
You will work closely with our customers throughout their journey, ensuring they are fully utilising the platforms capabilities, renewing their contracts, and identifying opportunities for upselling and cross-selling.
This is a customer-centric role, ideal for someone who enjoys building relationships and contributing to the success of both the customer and the business.
> Key Responsibilities: Customer Engagement & Adoption: Proactively engage with customers to ensure they are using the full suite of platform features and tools, driving product adoption and customer satisfaction.
Reassure that customers get maximum value from Odicci and give them insight into this through high-touch engagements Perform ongoing customer engagements to demonstrate value and track business outcomes Engage with internal and external stakeholders to improve customer retention metrics Identify, track, and improve the health status of each of your customers Develop best practices for customer growth/renewal to ensure ongoing customer success Partner with our sales and renewals teams to help maintain and grow our partnerships Renewals: Manage the contract renewal process by building strong relationships, addressing any concerns, and ensuring customers see the long-term value of the platform.
You will lead renewal discussions to secure continued partnerships.
Upselling & Cross-Selling: Identify opportunities for upselling additional features, services, or higher-tier plans based on customer needs.
Present tailored solutions to help customers get even more value from the platform.
Onboarding & Training: Guide new customers through the onboarding process, ensuring they are set up for success with the platform.
Provide ongoing training to help users unlock the full potential of the tools available.
Customer Success Planning: Develop and execute individual success plans for customers, aligning platform capabilities with the customer's business goals and objectives.
Feedback & Improvement: Serve as the voice of the customer, gathering and relaying feedback to internal teams (such as product and marketing) to drive continuous improvement of the platform.
Metrics & Reporting: Monitor customer usage metrics, renewal rates, and upsell performance.
Provide regular reports to management on customer health and engagement levels.
> Key Requirements: 3 years in a Customer Success or other B2B client-facing role, or in strategic consulting handling complex accounts 2 years experience in a B2B or B2B2C SaaS company or high curiosity about the SaaS space Experience with enterprise accounts (large multinational organisations with more than 10K employees) Consistent track record of handling small but strategic portfolios of large Enterprise Accounts Experience in working cross-functionally daily.
Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc) Strong experience in interacting with decision makers of all levels and various departments and in establishing credibility with key decision makers from the customer side Strong written and verbal communication skills Excellent listening skills, customer-centric mentality and empathy towards users and customers Ability to recognize & increase business value as well as internal opportunities Be a quick learner and have the ability to collaborate in a constantly evolving scale-up environment Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously Our Commitment to you We are working hard to create a representative, inclusive and super-friendly team, because we know that different experiences, perspectives and backgrounds make for a better workplace.
And that creates a better experience for our customers.
Odicci doesn't discriminate on the basis of race, colour, religion or belief, gender, national origin, age, sexual orientation, marital status, disability or any other protected class.
Odicci is a workplace where you can be yourself.
Dye your hair purple.
Take your laptop to the sofa.
Whatever helps you feel comfortable and happy at work.
We want to do whatever we can to help you grow in your career (and make enough space for a fulfilling home life too).
We are working in a hybrid model – a mix of three days in a shared office space in Central London, working from home and of course visiting your Clients.
To set you up for success we will provide you with a MacBook Air, subscription to all the tools you will need along with regular company-wide social events.
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