Customer Success Manager - SaaS

Job Description

Overview Brand new opportunity to join a world-leading, disruptive SaaS organisation who work with household name enterprise clients and brands globally. Founded 23 years ago, the company is now in a growth phase, and the software has been successfully implementedinto a range of Enterprise clients within verticals including healthcare, financial services, automotive, and retail.Reporting to the Senior Customer Success Manager and Global Head of Sales, the Customer Success Manager, the ideal Customer Success Manager should engage with existing customers, maximise value, and help the New Sales team create strategies to grow thecustomer base based on the learnings from current customers. Hybrid based, the team is in the Head Office in Warrington two days per week, with three days at home, so ideally we are looking for someone within commutable distance.As the customer base is growing, we are looking for a technically savvy Customer Success Manager to join the commercial team. This is an ideal time for an ambitious, self-motivated individual to join our commercial team and help shape the direction of ourcustomer success management team processes.The Role As a Customer Success Manager, you will work alongside the sales team and a Senior Customer Success Manager – Team Leader, reporting directly to them. Duties for the customer success manager will include a broad range of tasks with the main one being renewingthe book of business assigned to you and minimising churn (we have not churned any customers in the last 4 years). Other duties will include maximising sales opportunities with the assigned accounts maintaining ongoing customer relationships and networking,implementing success programs, and understanding the benefits that the business brings to our customers. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customerrequests.Principal Responsibilities:

• Develop and manage the renewals of the assigned customer accounts.
• Sustain business growth and profitability by maximising value and upselling new products.
• Minimise customer churn.
• Analyse customer data to improve customer experience.
• Hold product demonstrations for customers.
• Handle and resolve customer support requests by working closely with our Support team.
• Aid in product design and product development.
• Build long-term trusting relationships with our customers.
• Engage professionally with customers.
• Manage and maintain the company CRM system, ensuring forecast is accurate and all sales-related activity is input accurately and efficiently.
• Provide accurate reporting on sales-related activities and results achieved.

Experience:

• A minimum of 2 years prior experience as a Customer Success Manager with a track record of exceeding targets in retention, upgrades and churn.
• The ability to deliver results and maintain a hunger to succeed without constant supervision.
• A proven track record of building value propositions to drive renewals and upgrades.
• Experience in CRM and sales enablement platforms such as Zoho CRM, ZoomInfo and Sales Navigator.
• Experience in developing and implementing success programs that deliver tangible results.
• A commercial approach and ability to substantiate ideas to the senior management team on how to approach different verticals.
• An ability to focus on customer engagement and build business relationships.
• Ideally exposure to C-Level and Enterprise companies.

Essential Skills:

• Previously worked within a SaaS business / Understanding SaaS.
• Strong commercial outlook. Inquisitive/Curious nature.
• Critical Thinking
• Driven, ambitious. Self-motivated.
• Knowledge of customer success processes.
• Organisation and time management skills.
• Strong communication skills via phone and email - Confident speaking over the phone and presenting.
• Passion for providing a 5-star service to our customers.
• Good interpersonal skills, able to build positive relationships at all levels and with all types of people.

Benefits:

• Competitive base salary
• Commission
• Hybrid working (2 days a week office-based – Warrington)
• The office has free parking, a subsidised gym, a subsidised restaurant.
• Workplace pension at 3%
• Private Healthcare

Salary: £35,000 to £40,000 with OTE of c. £66,000 year 1 Location: Warrington, Hybrid/Remote (2 days per week from the office) Benefits:

• Commission
• Hybrid working (2 days a week office based - Warrington)
• Office has free parking, a subsidised gym, subsidised restaurant
• Workplace pension at 3%
• Private Healthcare

Keyskills :
Business DevelopmentSales