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Customer Success Manager

EDWARD REED RECRUITMENT LIMITED
Job LocationNewcastle Upon Tyne
EducationNot Mentioned
Salary£35,000 - £40,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Customer Success Manager, £35,000 - £40,000, Newcastle upon TyneA rapidly growing SaaS FinTech business based in Newcastle City Centre are seeking a Customer Success Manager to join at an exceptionally exciting period.This role is to ensure customers needs are understood and the business is delivering to meet those needs. The Customer Success Manager will work closely with everyone in the business and is a critical role for our clients growing SaaS company.The Role

  • Advocating for the customer to the business so our client understands their needs, pain points, feature requests and feedback.
  • Acting as the main point of contact for customers; you will need to be semi-technical to understand the customer’s needs and who is best to help them.
  • Providing direct feedback to the Product Owner on what feature requests are being communicated by their clients,
  • Acting on data insights provided by the business to identify engagement and improvement opportunities - for example, clients who are not logging in often, are they getting value from our platform and what can we do to ensure that they do
  • Ensuring clients are aware of resources available for learning about our services, and that they have the tools available to take advantage of everything we can offer.
  • Being the owner of the Customer Success board, co-ordinating team members throughout the busines to provide timely and effective support to clients within service level agreements, and in a way that drives a high degree of customer satisfaction.
  • Co-ordinating the team to run onboarding projects to ensure customers have a positive experience from pilot to live and beyond.
  • Demonstrating the product to prospective customers.
    • Experience
  • 3+ years experience in customer success / account management / technical support for business / payments or fintech.
  • Must be highly personable and have a great manner when dealing with customers - you will be the face of the business day-to-day, so its critical that clients trust you, and know youre advocating for them.
  • You must recognise the Customer Success Manager as being the voice of the customer
  • Ability to effectively prioritise - our client cannot deliver everything at once, so will need to make some tough decisions about what would maximise value to customers
    • Responsibilities
  • Ensure client onboarding runs smoothly and is well managed
  • Develop and maintain a healthy customer relationship with all clients
  • Clients are retained beyond their initial term
  • Clients report a high degree of satisfaction with the platform and the support they receive from us.
  • The CSM is actively feeding back to the business what their clients need from our client in order to deliver real value.
    • Due to current circumstances this position is 100% remote however expectations are that this role will be a mixture of office and home-based working. For this reason, the successful applicant should be based within a commutable distance to NE1.This is a fantastic opportunity to join one of the North East’s most innovative technology firm who are steadily gaining a global reach. Interviews are due to take place ASAP, so please do not hesitate to apply if you are interested in this role.

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