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Current opportunities

Customer Success Manager

Reports to Chief Operating Officer (COO)
Department Sales
Location Edinburgh

Job purpose

We are looking for a technically savvy Customer Success Manager who possesses a strong driver for results. Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximise value, and create strategies to grow our customer base.

Job responsibilities

Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry

Manage Customer Success Activities

  • Customer Support
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy

Measure Effectiveness of Customer Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to the Leadership Team
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

Inspire Customer Success Across Company

  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Leadership Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Skills and Experience

  • 5+ years experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

Essential Qualifications

Not Applicable

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