Customer Success Manager

Job Description

Do you have at least 3 years experience working as a Customer Success Manager (CSM) in a SaaS company Would you like to work with a company that provides the most complete and trusted view of global piracy, media consumption and demand If so read on.Here at MUSO we are looking for a Customer Success Manager (CSM) to come and join our newly formed team.The CSM is responsible for the overall customer relationship post-sale, through onboarding, training, achievement of their business goals, product adoption to drive greater ROI and satisfaction, and onwards to renewal.As a CSM you will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and stakeholders, developing an understanding of their business requirements and goals, and how they are using MUSO Protectand Discover. Your primary goal is to ensure that MUSO customers achieve their desired outcome and renew their subscription.Customer Success is central to how we operate here at MUSO and the Customer Success Team works with our customers to build relationships, learn their business and ensure added value based on the customers goals. The Customer Success Team is new and MUSOis growing, so you will also work with the Head of Customer Success to optimise current workflows and processes, and recommend best practices.You must be able to manage multiple customers and projects at once, serve as an advocate for customers needs and represent MUSO with the utmost integrity.Customer Success ManagerResponsibilitiesThe successful candidate will have overall responsibility for managing the relationship with MUSOs customers, understanding the customers business and assume leadership for growing the relationship.It will be important that the successful candidate develops a trusted advisor relationship with key stakeholders and executive sponsors so that all MUSO activities are closely aligned with the customers business case and business strategy, allowing thefull potential of their use of MUSO software to be realised.Another part of the role will be to increase and maintain customer CSAT and NPS scores, and nurture the customer into the customer reference program. This will also mean that you develop and maintain customer success plans, charting a path to the customersdesired outcomes from working with MUSO, leveraging comprehensive understanding of MUSOs products, identifying expansion opportunities where appropriate.The successful candidate will serve as the "voice of the customer" to product management, ensuring the product roadmap reflects customer needs. They will also communicate the product roadmap to customers and ensure customer engagement through newsletters,webinars, and events.Being able to identify and assess renewal risks for customers licence subscriptions and collaborate with internal teams to remedy, plus negotiate and secure renewals and upsell for assigned accounts.About our Company:MUSO is a data company that provides the most complete and trusted view of global piracy media consumption and demand. MUSOs unrivalled datasets measure a vast high intent audience that is not influenced by licensing restrictions or platform bias. We workwith digital rights-holders across the Film, TV, Music, Publishing and Software sectors, providing them with data and services that help protect their content from piracy, understand the piracy audience and connect with the piracy audience via marketing.If you feel like you meet the above criteria of the CSM, please apply now!Customer Success ManagerBenefitsEMI Scheme - participation in our tax efficient options schemeHealth - private healthcare plan plus cash back account for health and dentalPension - 3% employer contributionHolidays - 25 days per year, additional 1 day for every year of serviceAdditional Perks - Birthday day off, work from home, cycle to work scheme, day off for charity workSalary: £40,000-£50,000If you feel like you meet the above criteria of the Customer Success Manager, please apply now!