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Customer Success Manager

Company Operations


Piggy bank icon DOE
location pin icon Hybrid/Belfast

Job Description

Role Overview

You will be responsible for building and maintaining strong, long-lasting relationships with our customer base. Your primary goal will be to ensure customer satisfaction, drive product adoption and maximise the value customers receive from our software products.

Job Requirements

  • 3+ years of experience in a Customer Success role.
  • Possess a solid understanding of Customer Success principles and best practices to drive customer satisfaction and retention.
  • Experience in engaging with senior-stakeholders to deliver impactful presentations, business reviews and strategic guidance.
  • Strong ability to analyse customer data and use this to drive adoption, mitigate risk and identify growth opportunities.
  • Ability to thrive in a fast-paced environment and embrace change and innovation.
  • Ability to identify problems and opportunities as well as offer or implement actions and solutions.
  • Hands-on experience with SaaS products and experience using CRM systems.

Desirable Experience:

  • Experience working in a B2B SaaS environment.

Job Duties

Our ideal Customer Success Manager will drive customer outcomes, retention and revenue growth through the below:

Customer Relationship Management:

  • Build and maintain good relationships with assigned customers, serving as their primary point of contact and advocate within the company.
  • Understand customers' goals, challenges, and needs, and proactively address issues, escalating as necessary, to ensure a positive customer experience.
  • Act as a strategic partner for customers, ensuring long-term success and business growth.

Customer Success Strategy Implementation:

  • Assist in executing customer success strategies developed by the Head of Customer Success, focusing on driving customer outcomes and revenue growth.
  • Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure alignment on customer needs and objectives.

Product Knowledge:

  • Clearly understand the LaL product and features and the customer journey through our business.
  • Use customer feedback to suggest product improvements and share feedback with the product, sales and marketing teams to ensure continuous improvement and customer retention.

Revenue Growth Initiatives:

  • Identify opportunities for upsell, cross-sell, and expansion within assigned customer accounts.
  • Work closely with the sales team to develop and execute strategies to drive revenue growth through customer success initiatives.

Performance Monitoring and Reporting:

  • Monitor key performance indicators (KPIs) related to customer success and revenue growth, and provide regular updates to internal stakeholders.
  • Analyse data to identify trends, opportunities, and areas for improvement in customer outcomes and revenue generation.

Customer Success Support Post-Onboarding:

  • Collaborate closely with the onboarding specialists to gather insights and ensure all customer needs and objectives are clearly understood before transitioning to ongoing customer success management.
  • Engage with customers after the onboarding process to ensure a seamless transition into active platform usage.
  • Provide ongoing support, guidance, and resources to help customers fully adopt the product and achieve their desired outcomes.
  • Monitor customer progress post-onboarding and address any challenges or concerns to ensure continued satisfaction and value realisation.

Contact

We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.

We value your privacy

We use cookies to enhance your browsing experience which includes the use of strictly necessary cookies on our website. However, we would like to use additional cookies, these cookies allow us to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website, but we need your consent to do this. We will only set additional cookies if you agree.  Read More