About MaxContact Founded in 2014, MaxContact was formed by a group of industry professionals looking to provide a better service and solution to meet changing market demands.
MaxContact is an engagement platform used by businesses to improve the lives of the employees and the clients that use the solution.
As one of the fastest-growing UK-based contact centre solutions on the market, offering a converged omnichannel platform with a service-first approach, we have big plans to grow in the coming years.
This is a time of growth for the company with 70+ staff.
We want to become the challenger in a robust and mature marketplace, and to do that, we need to be agile and innovative.
As a small growing company you will be part of the tea where everyone has a voice, and we innovate and build great products together.
We regularly provide feedback and brainstorming sessions, and we don't enforce hierarchy; it is "us", not "them", and there is no red tape, agility is king.
We trust our staff to do their job, and we had flexi-time and homeworking before the pandemic came.
Our hybrid working policy is 2 days in office and 3 days flexible with flexibility around core working hours.
In March 2025 we are moving to a new Manchester city centre office to create a better collaboration space for great work to be done.
Role Description This role will be pivotal as we start Customer Success - building and leading the team and function.
The Senior CSM will be responsible for owning customer relationships, ensuring success with these customers and driving retention.
It will combine hands-on customer management with strategic oversight as the company and function scales.
This is a hybrid role, our office is based in Manchester, and customer visits will be necessary.
Key Responsibilities · Customer Engagement: serve as primary point of contact for VIP customers, ensuring they achieve value from our solutions.
This will include organising and running recurring meetings such as QBR's and Service Reviews
· Success Plan: ensure plans in place with clear deliverable outcomes that deliver business value to our customers
· Cross functional collaboration: enabling and activating other functions (primarily sales, support, product & onboarding) throughout the customer lifecycle to ensure the Success Plan is achieved
· Team & Process Development: build team and establish scalable processes to maximise the impact of Customer Success
· Metrics: drive and monitor key Customer Success metrics such as Adoption, Customer Healthscore, GRR/NRR and CSAT
Requirements · Proven experience in SaaS B2B Customer Success
· Demonstratable success in reducing churn and driving product adoption
· Excellent communication and relationship management skills
· Analytical mindset and good with data
· Good IT skills
We Offer: 25 days of annual leave, plus public holidays.
Your birthday off (or the closest working day to it).
Private pension contribution.
Personal development and training allowance.
Life Insurance policy (death in service) - four times your salary.
Regular performance and salary reviews.
Flexible working at least two days a week in the Manchester office.
Social events with the company to get to know your team.
We're excited to hear from you and welcome our newest team member.