Customer Success Manager

Customer Success Manager

Key Highlights:

• Job Title: Customer Success Manager

• Location: Gateshead 3 days per week in the office hybrid working

• Reporting to: Head of Customer Success

About Us

SaleCycle powers campaigns for some of the worlds most recognisable brands. We help 500 enterpriselevel clients worldwide to optimise their online conversions through traffic retention and abandoned sales recovery.

Youll find our HQ in the North East of England founded in 2010 but since then weve been on an exciting growth journey with employees also based in France.

We leverage the latest tech and innovation to shape our products and deliver results. Our modern eventdriven microservices architecture runs on AWS and we embrace Golang as our preferred backend language for new services. All of this wouldnt be possible without our peoplethats why theyre at the heart of everything we do.

Our Values

At SaleCycle we care about peopleits our top priority. We prioritise wellbeing growth and innovation continuously pushing boundaries as a team and a company.

• Continuous Innovation: Collaborate innovate and celebrate!

• Premium : Excellence Delivered Every Time!

• High Curiosity: Embrace your inner childask why and listen!

• Proactive Collaboration: United we work together and lead the way!

• Ultimate Passion: Infuse passion into every action!

Job Overview:

The ideal candidate will be responsible for onboarding managing and nurturing client relationships ensuring excellent service delivery and retention across a portfolio of accounts. The CSM will collaborate closely with internal teams resolve client issues and develop strategic plans to meet client needs while maximising product/service adoption. Strong communication skills a problemsolving mindset and an ability to manage time and resources effectively are essential for success in this role.

Key Responsibilities:

Client Relationship Management:

• Build and maintain strong longlasting client relationships by serving as their primary point of contact.

• Understand client goals challenges and business needs to provide tailored solutions and ensure customer satisfaction.

• Regularly engage with clients to gather feedback assess satisfaction and identify opportunities for improvement.

Communication Skills:

• Serve as the liaison between clients and internal teams ensuring clear transparent and timely communication.

• Proactively share relevant product/service updates and industry insights to clients.

• Communicate complex technical information in an easytounderstand way for clients ensuring alignment on objectives.

Client Retention & Growth:

• Monitor client health identify risks and proactively address concerns to ensure longterm retention.

• Identify opportunities for upselling or crossselling additional services/products to expand the clients use of offerings.

• Collaborate with the sales team to renew contracts and secure additional business from existing clients.

• Collaborate with Finance Team to ensure we are collecting cash from clients in a prompt and efficient manner.

Problem Solving & Issue Resolution:

• Quickly identify and address client issues ensuring timely resolution and minimising impact to the clients operations.

• Collaborate with internal teams to troubleshoot and resolve complex issues and keep the client informed throughout the process.

• Turn client challenges into opportunities for enhancing the client relationship.

Strategic Account Planning:

• Develop a comprehensive account strategy for each client based on their unique needs value and longterm objectives.

• Work with clients to clearly understand goals and KPIs that we can measure and deliver.

• Regularly review account performance make datadriven recommendations and adjust strategies to ensure ongoing success and growth.

Time & Resource Management:

• Effectively prioritize client needs and manage multiple accounts simultaneously.

• Allocate resources efficiently to ensure timely project delivery and client satisfaction.

• Maintain a proactive approach to project timelines ensuring all deliverables are met within agreedupon deadlines.

Collaboration with Internal Teams:

• Work closely with crossfunctional teams (Sales Marketing Product) to ensure seamless service delivery and address client needs.

• Share client feedback and insights to help drive product or service improvements.

• Collaborate on internal initiatives that contribute to the growth and development of the client base.

Product/Service Knowledge:

• Maintain indepth knowledge of company products services and industry trends to effectively advise clients.

• Provide training and support to clients on product features and best practices.

• Stay uptodate with new features and offerings to ensure clients are leveraging the latest capabilities.

Onboarding:

• Lead the onboarding process for new clients ensuring a smooth transition from sales to service delivery.

• Provide initial product training and guide clients through setup configuration testing and launch.

• Ensure clients are set up for success by establishing clear expectations and timelines during the onboarding phase.

Required Qualifications:

• 2 years of experience in Account Management Client Success or a similar customerfacing role.

• Proven track record of managing client relationships and driving account growth and retention.

• Strong communication negotiation and interpersonal skills.

• Excellent problemsolving abilities and the ability to work under pressure to meet client needs.

• Experience in strategic planning and managing complex accounts.

• Ability to prioritise manage multiple projects and meet deadlines in a fastpaced environment.

• Proficiency in CRM software HubSpot and Microsoft Office Suite (Word Excel PowerPoint).

• Industry knowledge relevant to the companys offerings is a plus.

Preferred Skills:

• Previous experience in a software company is preferred where technical knowledge is required.

• Familiarity with customer success methodologies (e.g. Net Promoter Score Customer Satisfaction surveys).

• Knowledge of data analytics tools to track and report on account performance (e.g. Looker)