Customer Success Manager

Role Overview

• Drive product adoption across our customers ensuring users are actively engaged and extracting value from our products.
• Monitor usage metrics and engagement data to identify adoption gaps and expansion opportunities.
• Guide customers through product capabilities, best practices, and use cases relevant to their business needs.
• Conduct training sessions and enablement activities to improve user proficiency and confidence.
• Develop comprehensive success plans for each account including customer objectives, success criteria, milestones, adoption roadmap, and mutual action plans.
• Conduct regular business reviews (monthly/quarterly) presenting usage insights, value delivered and recommendations.
• Align product capabilities with customer's evolving business needs and strategic initiatives.
• Identify customer pain points and collaborate with internal teams to address them proactively.
• Anticipate customer needs based on industry changes, pain points and growth plans.
• Cultivate customer champions and advocates willing to serve as references, participate in case studies, or speak at events.
• Identify satisfied customers with compelling success stories and coordinate with marketing on case study development.
• Facilitate reference calls for sales prospects, coordinate customer participation in webinars and events.
• Collect customer testimonials, reviews, and success stories for marketing and sales enablement.
• Collect, synthesize, and advocate for customer feedback including feature requests, product gaps, and improvement suggestions.
• Document customer needs and communicate to product management with context on business impact and urgency.
• Participate in product roadmap discussions representing the customer perspective.
• Share customer insights across organization to inform strategy, product development, and go-to-market decisions.
• Manage customer expectations regarding product roadmap and feature delivery timelines.
• Communicate product updates, new features, and releases to customers with context on relevance and value.
• Partner with Sales on smooth handoffs for new customers, expansion opportunities, and account strategies.
• Collaborate with Professional Services/Implementation on customer deployments, transformation and complex projects.
• Work with Support to prioritize and resolve customer technical issues, coordinate on escalations.
• Engage with Product team providing customer feedback, validating features, and facilitating customer participation in betas.
• Coordinate with Marketing on customer advocacy activities, content creation, and events.

Requirements

• 5+ years of customer success, consulting, delivery or large energy account experience
• Ability to develop and deliver initiatives that drive customer engagement and adoption
• Excellent relationship building and communication skills with ability to engage stakeholders from end-users to C-level executives
• Data-driven mindset with comfort analysing data, metrics, and trends to drive customer decisions, excellent analytical and problem-solving skills
• Project management skills with ability to coordinate multiple stakeholders and initiatives simultaneously
• Problem-solving aptitude and ability to navigate ambiguity and complex situations
• Self-motivated with strong ownership mentality and accountability for outcomes

Benefits

• 25 days’ holiday + bank holidays
• Option to buy or sell 5 extra annual leave days per year
• Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships -Virgin Active, Nuffield, PureGym)
• Pension with 5% matched contribution
• Regular team‑wide and company‑wide events
• 2 volunteering days per year to give back
• Remote‑first working environment with offices in London and Nottingham