This is a key role, ensuring clients get off to a great start, with a seamless transition from sales to customer success.
Working closely with the CSM Team Leader, you will be involved in onboarding new clients, account reviews, and customer communications.
Taking ownership of retention and revenue growth targets, never letting an opportunity to influence slip away.
Taking new clients through the onboarding process. Working closely with sales, marketing, and the technical team to ensure clients are ‘launched’ on optimal terms.
Own the client journey from sale to renewal (and beyond).
Help define and deliver account reviews and appropriate communications to ensure client satisfaction.
Create opportunities for revenue growth.
Ensure clients renew on the same or better terms.
Use all data and relevant resources to create compelling client stories to amplify our success.

Min 2 years experience in a similar role B2B role (Customer Success, Account Management, Customer Service)
Being able to handle a range of different tasks so being organized will be key to strong administration skills
Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email, or face-to-face
Ability to work independently and thrive in a process-driven, task-orientated, team environment
Comfortable producing reports and data analysis
Quick and capable learner, thirst to be an expert in your field
Evidence of establishing and maintaining exceptional client relationships that fuel growth
Excellent time management, able to prioritize key tasks, manage multiple conversations whilst never letting an opportunity slip
Knowledge of, or interest in, Accessibility, Diversity, Inclusion, and the Digital World
Experience working in SAAS/Tech start-up is highly desirable

Customer Success Manager

Key skills