Customer Success Manager

Customer Success Manager

Fully Remote

Up to £80,000

Customer Success Manager to join a renowned global business that provides a cutting-edge eCommerce and Engagement platform, renowned for its strength in fostering B2B employee recognition, customer loyalty, rewards, and sales/channel incentive initiatives. The ideal candidate will be a reliable consultant, guiding clients in implementing optimal strategies to enhance the success of their programs. This approach not only cultivates the longevity and expansion of the business accounts but also involves pinpointing fresh opportunities within current accounts and upholding high levels of customer satisfaction.

Some of what you will be doing:

• Oversee a portfolio of critical strategic accounts.
• Cultivate and nurture strong relationships with key stakeholders to uncover further opportunities.
• Work closely with the implementation team to facilitate the onboarding process for new clients.
• Implement recognized best practices in recognition, reward, and loyalty strategies.
• Craft and present proposals aimed at enhancing customer program performance.
• Direct day-to-day operations of customer accounts.
• Supervise customer success executives designated to support assigned accounts.
• Conduct monthly and quarterly business reviews to evaluate program performance.
• Develop comprehensive marketing and communication plans for all client programs.
• Stay updated on competitors' activities to maintain a competitive edge.
• Foster an in-depth understanding of clients' needs and our product offerings.

Ideally, your skills and experience will include:

• At least two years of prior experience in a Customer Success or Account Manager capacity within the realm of SaaS products.
• Familiarity with the incentive, loyalty, channel, or reward and recognition sector is desirable.
• Possesses a robust understanding of commercial dynamics and business operations.
• Meticulous attention to detail coupled with exceptional organizational and time management abilities.
• Proficient in cultivating enduring relationships both internally and externally.
• Comfortable with the practice of up-selling and cross-selling, integral to the responsibilities of the position.
• Proficiency in Excel-based analytics, including adeptness in handling large datasets and deriving actionable insights for executives.
• Demonstrates outstanding communication and interpersonal skills.
• Exhibits a track record of excelling in dynamic, fast-paced, high-growth environments.