Build and maintain strong, long-term relationships with customers, ensuring high satisfaction and retention
Serve as a trusted advisor, guiding customers on how to maximise the value of our software
Proactively engage with customers to identify challenges, provide solutions, and drive product usage
Monitor customer engagement health scores, usage data, and feedback to proactively address risks
Collaborate with Sales, Product, and Support teams to ensure seamless customer experience
Advocate for customers internally, influencing product development and enhancements based on feedback
Conduct regular check-ins, business reviews, and training sessions with customers (international travel will be required on a regular basis)
Encourage customer participation in feedback surveys, product workshops, and user group events
Maintain an in-depth awareness of our products, services, industry trends and competitive landscapes
Maintain detailed and up-to-date customer account plans, activities and pipeline in Salesforce and other CRM tools
Identify upsell and expansion opportunities by understanding customer needs and business objectives
Track and manage sales pipeline activity to ensure targets are met
Prepare and deliver sales presentations and product demonstrations
Collaborate with marketing teams to develop campaign strategies and collateral
Prepare accurate sales documentation, quotes, and proposals

Bachelor’s degree in business, marketing, or a related field
5+ years’ experience in a Customer Relationships/Account Management role
Passion for building strong customer relationships and delivering value
Ability to recognise revenue opportunities and align customer needs with business growth strategies
Experience analysing customer usage data to identify trends and areas for improvement
Familiarity with distilling, manufacturing, or production processes is a plus
Ability to manage multiple customers, projects, and priorities efficiently
Proficiency in CRM tools (i.e., Salesforce, HubSpot, etc.)
Working knowledge of marketing and sales principles
Excellent written and conversational communication skills
Adept at working with cross-functional teams to exceed customer expectations
Working knowledge of leveraging AI to improve Customer Experience

32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
Life Assurance
Private Healthcare
Generous Discretionary Bonus Scheme
Company Sick Pay
Family Friendly Policies
Paid In Person Social Events

Customer Success Manager

Key skills