Customer Success Manager

Who we are…

YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.

What we need…

We’re looking for a talented Customer Success Manager to join our Customer Success team in London, working with our European and South African clients. You’ll join a dynamic and client-obsessed team which generates significant contributions to YOOBIC growth. The Customer Success Manager (CSM) is responsible for supporting the client’s adoption and continued success with the YOOBIC solution to ensure renewals and potential upsell/cross-sell opportunities

The CSM takes ownership of YOOBICs relationship with the Customers, acting as their trusted advisor for maximised business value realised. The CSM also serves as the voice of the customer within Yooboic, helping to drive support and change when necessary to help the client achieve their business objectives.

What you'll do…

• Define high-level account strategies with each of your enterprise and strategic customers of your portfolio to ensure long-term adoption of the solution, satisfaction & Success

• Ensure overall health of your customers and define joint success plans reviewed at each executive business reviews with your customers’ projects teams and executive sponsors to ensure maximization of the customers’ business objectives

• Identify & mitigate customer risk to achieve best-in-class retention rates on your portfolio

• Act as a functional and strategic advisor to your customers and build strong relationship at every level of the customers’ organisations

• Identify opportunities for improvement, specifically ensuring optimal use of solution and doing the day-to-day follow-up on client activity and operations

• Take a proactive approach to client issue resolution

• Develop a consultative relationship with each client and work in conjunction with Sales and Account Management providing solution planning support

• Work closely with the Product teams to participate in the evolution of the app based on market requirements

• ... and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed!

What you have...

• Strong experience in a similar Customer Success / Client Relationship / Consulting position

• Client-facing and people oriented by nature

• Experience in managing Renewals

• Experience in managing relationships with multiple stakeholders both Internally and Externally

• Strong analytical skills (data analysis, reports, KPIs/metrics, etc.)

• Proactive, “get things done” attitude

• Able to learn fast and solve problems

• Resourceful nature, with excellent interpersonal and communication skills

• Ability to adapt and to work within an international environment

• Intellectually curious, tenacious and organised

• Interest in start-ups and new technologies

• Experience working with retail clients is a bonus

• English (native speaker) language skills, additional European language is a plus

What we offer...

• 33 days annual leave (including bank holidays)
• Scottish Widow Pension scheme
• Vitality medical coverage - Including primary care, hospital care and additional mental health coverage
• Simplyhealth cash plan (includes dental and vision coverage)
• Healthy Mind EAP
• Short Term and Long Term disability coverage
• Life Assurance
• Critical Illness coverage
• Enhanced parental leave
• Team events including weekly breakfast, gourmet lunches and lots of social events
• Weekly free online HIIT sessions + gym discounts
• Regular training and coaching to make you even better in your role

We are an equal opportunity employer that values diversity and inclusion. We are committed to equal employment opportunities and we want to ensure that our recruitment process is accessible to everyone. If you have a disability or additional need that requires reasonable accommodations during the process please do not hesitate to let us know. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.