Customer Success Manager

Customer Success Manager

Salary £30,000 - £40,000 depending on experience.

Hybrid working

Woking based office 3 days per week.

We are recruiting for a Customer Success Manager to join a digital transformation business.

Predominantly the product offering is websites, customer-facing hubs, and internal facing portals.

Customers include housing associations.

The role is office based (near Woking), with home working 2 days per week.

Role and Responsibilities

• Ownership of defined and named customers in the Social Housing sector

• Be the proactive voice and representative of the customer organisation ensuring all issues and opportunities identified are effective, swiftly and professionally dealt with

• Work with your colleagues in the Social Housing pod - particularly the Account Manager(s) - to manage relationships with customers and ensure achievement of personal and Accounts Team revenue targets

• Work with marketing and other members of the commercial team on go to market initiatives, campaigns, inviting customers to events, and more

• Take primary responsibility for customer retention, day to day issue resolution, and internal escalations as needed to ensure customer satisfaction, loyalty, and reference ability

Essential Skills and Qualities

• Able to build rapport across multiple levels of seniority: C-suite, D-suite, department heads and manager level

• Experience in building relationships across multiple personas (departments), e.g.: comms/marketing, HR/workforce, IT, procurement, operations and more

• Minimum 3+ years of customer success and/or Account Management experience in a tech/digital field

• Passion for technology and its ability to solve problems, including a desire to be a subject matter expert who is driven to help customers get the best out of digital transformation

• Strong CRM admin and reporting skills, preferably with Salesforce

• A self-starter who can build their own pipeline from scratch

This is a permanent role with room for progression.

No sponsorship offered.