Customer Success Manager

TerraQuest
Role: Customer Success Manager
Location: Birmingham in line with our Agile Working Policy. You will need to be
able to work from our Birmingham office 2 days per week.
Salary: Competitive

Who we are...
TerraQuest Solutions Ltd is an award-winning and market-leading specialist
provider of planning land property and business solutions. We are an established
and trusted organisation that is renowned for its expertise in providing innovative
and cost-effective solutions to both public and private sectors. Our team delivers
bespoke flexible and efficient services through a process-orientated delivery
structure. We pride ourselves on strong customer relationships evidenced by the
high proportion of referrals and repeat business.

Why work with us
We are a Living Wage Foundation accredited employer committed to supporting
the well-being and development of all our people. With competitive salaries
enhanced Family Friendly policies; a fabulous suite of benefits (including: Pension;
Life Assurance; Employee Assistance Programme; option to buy additional annual
leave in addition to 25 days plus Bank Holidays); true flexibility with our Agile
Working approach and superb training and development opportunities we really
care about our team!

What we need...
Reporting to the Head of Data Sales and working within the Data team the
Customer Success Manager will take full ownership of existing data customers
ensuring they are successfully onboarded fully utilising our datasets and
consistently realising value. This hire removes day-to-day customer and
operational burden from Paul allowing him to focus 100% on growing the customer
base and scaling data revenue. As the first Customer Success hire in Data this role
establishes a scalable model for retention expansion and cross-sell while laying
the foundations for a broader Customer Success function as Data becomes one of
the largest divisions in the business.

What you will be doing
Own day-to-day relationships with data customers acting as their primary
point of contact.
Deliver structured onboarding and ensure customers successfully adopt
and use our data products.
Translate complex planning and data concepts into clear businessrelevant insights for customers.
Proactively manage customer engagement value reviews and ongoing
support.
Identify renewal retention and cross-sell opportunities and work closely
with Sales to progress them.
Monitor customer usage feedback and satisfaction escalating issues
where required.
Collaborate with Data Engineering and internal teams to ensure accurate
timely data delivery.
Build and improve Customer Success processes documentation and
playbooks as the function develops.

What we are looking for
The ideal candidate will have a minimum of five years experience in a Customer
Success Account Management or similar client-facing role within a B2B SaaS or
data-driven environment. They will be confident managing customer relationships
end to end translating complex or technical products into clear business value
and proactively driving adoption retention and growth. Comfortable working with
structured data they will be organised commercially aware and able to manage
multiple customers without losing attention to detail. They will be naturally
customer-focused proactive in problem-solving and motivated by helping
customers achieve measurable outcomes while also contributing to the
development of scalable Customer Success processes.

Please apply for more information and please do not be put off if you do not have
all of the experience and skills required. If you have the majority of skills and
relevant experience we would still like to hear from you!

TerraQuest Solutions Ltd is committed to promoting equality of opportunity in all
aspects of employment and to creating an inclusive working environment in which
individuals are treated with dignity and respect.
We ensure that no job applicant employee or worker receives less favourable
treatment on the grounds of age disability gender reassignment marital or civil
partnership status pregnancy or maternity race (including colour nationality
ethnic or national origin) religion or belief political opinion sex or sexual
orientation.

TerraQuest Solutions Ltd operates in compliance with the Fair Employment and
Treatment (Northern Ireland) Order 1998. We monitor the composition of our
workforce in accordance with the Fair Employment (Monitoring) Regulations
(Northern Ireland) 1999 and where applicable submit annual monitoring returns to
the Equality Commission for Northern Ireland (ECNI). All monitoring information is
held securely and processed under the legal basis of compliance with a statutory
obligation in accordance with the UK GDPR and the Data Protection Act 2018. We do
not rely on employee consent and ensure all personal data is treated with the
utmost confidentiality and integrity.

TerraQuest aims to use this data to help identify and address any patterns of
underrepresentation and to inform positive action measures where appropriate
fostering a workplace culture that embraces diversity and fair participation.