We are working exclusively with our client to find aCustomer Success Manager.

About:

Our client operates in the quantum, space, meta and sustainability verticals to help bring attention to new cutting-edge technologies and provide up to date market information to investors, innovators and government bodies through their SaaS platform.

Their SaaS platform is providing up-to-date market intelligence to help customers to expand business development, form new partnerships, develop new technologies and invest in the right areas.

With proven success with a new business sales team, led by their Chief Revenue Officer, it is now time to bring on a Customer Success Manager to manage key customer relationships to drive customer usage and identify upsell opportunities.

Key Highlights:

• Strong value proposition being one of the only solutions on the market providing the most up-to-date and accurate information on businesses operating in the Quantum, Space,and Climate vertical.
• Large TAM with a strong existing client base which includes PwC, Microsoft, BMW, Airbus, The British Government, EY and Accenture - you will be managing all customer relationships. There is currently 52 customers for you to manage!
• Current challenge of consistent new customers joining the SaaS platform with no internal resource to make sure they are onboarded correctly. Lot’s of opportunity to make a big impact, quickly.
• Working closely with the Chief Revenue Officer to help develop the Customer Success function, you will be the first person in the role and will build the foundations of success.
• Strong company performance at coming from their SaaS platform. Their offering is split between a SaaS offering (ACV £50k) and consulting services (6-figure ACV). Your role is to manage the SaaS client base to drive usage and platform adoption.
• £50k - £60k base + £15k OTE
• Fully remote working and other benefits to be discussed - looking to hire ASAP!

The Role:

• Developing in-depth expertise in the SaaS platform to onboard new customers in a way to maximise their value through usage - this will involve granting access and training new users on how to use the system.
• Building and maintaining strong customer relationships as a consultant-led advisor throughout the term of their contract to drive usage and, subsequently, renewal rates. This will include white-boarding sessions, creating workflows and regular check-ins with clients.
• Advising clients on best-practise, sharing what you have learnt from other customers and using your knowledge to drive account success on enablement sessions.
• Training existing customers on new product launches and updates to the service.
• Multiple stakeholder engagement and multi-threaded relationships to make sure the people at each buyer level are experiencing the ROI they expected when deciding to buy the platform.
• Dealing with potential customer issues as they arise in a timely and professional manner - the client is working with some of the most prestigious organisations globally and they aim to provide excellent customer service. This will involve a proactive approach and coordination of internal teams where escalation is necessary.
• Act as the internal voice of the customer in the organisation; this involves providing feedback to the product team on where the platform should develop and with marketing teams to help coordinate case studies.
• Partnering with each vertical-led Account Executive during new client handovers. During the term of a customer relationship, you will identify upsell opportunities and report them internally.
• Working on SLT led KPIs which include customer renewal rates, NPS and account growth.
• Collaborating with wider teams, including leadership, finance, marketing and product to provide prospect feedback to further refine the commercial function.
• Maintaining good CRM hygiene to provide accurate forecasts on churn and account growth.

Requirements:

• At least 2 years as a Customer Success Manager or Account Manager where you were the main point of contact for key accounts. Bonus if you were directly managing relationships with technical stakeholders.
• Experience managing enterprise accounts with high 6-figure annual spend.
• Excellent time management, in this role you will be looking after 52 accounts at all levels where high levels of service is paramount.
• Ability to work autonomously where you will take ownership of your accounts and be responsible for their long term success.
• A strong track record of performance against KPIs focused on renewal rates, NPS and account growth.
• Significant experience in an early stage company with under 100 employees; bonus if you were part of the founding CSM team and helped build from scratch.
• A high aptitude to learn technical concepts, either proven through education or previous work experience.
• Have excellent written and verbal communication skills.
• Proficient with the industry-standard customer service tech-stack.

Benefits:

• £50k - £60k base + £15k OTE
• Fully remote working (UK based)
• Quick progression
• Other benefits to be discussed