Customer Success Manager

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Customer Success Manager

Location - Southwark, London Office (4 days a week office-based)

RAMP Global is expanding rapidly and we are looking for a Customer Success Manager to join our dedicated team. This is an exciting opportunity to contribute to a thriving SaaS business and help shape the future of customer engagement!

If you are a passionate Customer Success Manager seeking a new challenge, please APPLY now.

Overview

RAMP Global is an HR technology solution that simplifies the sourcing, engagement, and management of staffing agencies for employers globally. With access to over 23,000 suppliers across 50+ countries, we have facilitated £1 billion's worth of recruitment fees on our platform.

In collaboration with the Customer Success Lead & Chief Commercial Officer, you will play a crucial role in driving the success of our clients by ensuring their needs are met and their expectations exceeded. You will be part of a growing team focused on delivering excellent service and customer satisfaction.

This position is ideal for a motivated individual who enjoys building strong relationships and is eager to be part of a dynamic, high-growth environment. Join us on this exciting journey and help us make a difference!

Requirements

What We Are Looking For

The successful candidate will demonstrate several key attributes essential for this role, including a positive attitude, a drive to succeed, and the ability to manage client relationships effectively. We can provide training and support on specific job elements, but a proactive and engaging personality is crucial for building rapport with clients and team members.

Experience/Skills Required

• Proven experience in a customer success or account management role - We welcome candidates who are seeking to make their first transition from account management to customer success!
• Strong relationship-building skills and a customer-centric approach
• Ability to analyze customer data and KPIs to inform strategies and improvements
• Experience in facilitating onboarding and training processes for clients
• A problem solver with strong communication skills, both written and verbal
• Comfortable working in a fast-paced, rapidly evolving environment
• Proficient in using CRM systems and other relevant software tools

Though not a requirement for this position, possessing business proficiency in any of the following languages would be significantly beneficial: French, Spanish, Italian, Portuguese, German, or Mandarin.

Key Responsibilities

• Manage the end-to-end customer journey, ensuring a seamless experience for clients
• Serve as a primary point of contact for clients, advocating for their needs and requests
• Conduct regular check-ins with clients to assess satisfaction and identify opportunities for improvement
• Collaborate with internal teams, including Sales and Product, to address customer feedback and enhance our offerings
• Facilitate training sessions and onboarding for new clients
• Monitor and report on customer success metrics and outcomes to drive retention strategies and support the growth of client accounts

Benefits

• Regular team incentives and quarterly bonus
• Monthly team nights out
• All paid for company summer team trip
• Weekly team Deliveroo
• Season ticket loan
• Annual charity day
• Participation in company share option scheme
• Wellness fund