Customer Success Manager

Customer Success Manager

Location: UK Hybrid

We’re looking for a Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria’s Customer Data and Experience Platform to deliver amazing experiences for their customers.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.

Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

The role

You'll play a pivotal role in delivering value and success for your clients, reporting directly to the Customer Success Team Lead managing a portfolio of our Strategic clients. Your primary focus will be on nurturing client adoption, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses.

Office Expectations: Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays. Coming into the office is encouraged during onboarding especially for team members to learn from their peers. Onsite client meetings: We do encourage in-person customer meetings so time 'in office' or on site with customers is expected and will change from week to week.

What you'll be doing:

Key Outcomes:

1. Retain your customers, secure their renewal and hit retention targets
   1. Amplify Customer Loyalty: Champion customer retention, ensuring seamless renewals and surpassing retention targets.
   2. Master Sentiment Analysis: Identify and neutralise potential sentiment risks across diverse stakeholders, fostering enduring relationships.
   3. Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges.
   4. Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles.
2. Own end to end commercial negotiations
   1. Mastery of Negotiations: Oversee end-to-end commercial negotiations and drive renewals.
   2. Upsell Precision: Spot and secure upsells in alignment with our pricing model.
   3. Mid-term Upsell Drive: Execute well-timed mid-term upsells in line with pricing structures.
   4. Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities.
3. Develop key stakeholder champions in each of your accounts
   1. Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms.
   2. Elevate Brand Presence: Actively seek channels to heighten Ometria's visibility within client organisations.
   3. Deliver on promise: Solidify trusted partner status by unwaveringly fulfilling commitments.

Key Responsibilities:

1. Deliver timely and accurate commercial forecasting: Provide weekly updates to customer health and activity records.
2. Set and deliver on customer expectations: Own the presentation and delivery of core value driving client engagement.
3. Pre-empt customer escalations and challenges: Identify risk factors ahead of time.
4. Drive Strategic customer adoption and value: Become an expert in both the Ometria platform and ecommerce marketing strategies.
5. Become a retail expert and deliver strategic guidance: Deliver expected customer touchpoints based on their service level.

About you:

• Experienced: Relevant experience managing clients within a SaaS environment.
• Excellent communicator: Confidently communicate with a wide variety of stakeholders.
• First class customer success skills: Know how to make clients happy.
• Data literate: Comfortable working with, manipulating and interpreting data sets.
• Organised and able to work under pressure: Comfortable in a fast-paced environment.
• Proactive learner: Interest in technology and ecommerce.
• Prioritisation: Meticulous planner able to define and deliver against weekly commitments.
• Commercially driven: Comfortable negotiating commercial conversations.

Why join Ometria?

One of our values is “It's awesome to be here”, here are some of the reasons we love working here:

• Team of amazing people: We are committed to hiring the right people.
• Making sure you’ll have an impact: We’re solving interesting challenges.
• Supporting learning and development: We want you to become your best.
• Going above and beyond to help each other: We love helping each other.

We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, age, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

• 30 days holiday + 1 day on your birthday (plus bank holidays)
• Mental Health Support
• Cycle to work scheme
• Enhanced Financial Benefits
• Professional Development Fund