Customer Success Manager

Customer Success Manager - Hybrid (2 days per week in London)

We are actively seeking experienced Customer Success Managers to join a purpose-driven Certified B Corp scale-up that's making a tangible impact in the fight against e-waste. The business specializes in recycling technology from businesses, securely purging data from devices and refurbishing them for reuse. These devices find new homes in schools, charities and small businesses, enabling more individuals to thrive in a digital world while promoting sustainability and reducing electronic waste.

As the business continues to scale and pursue ambitious growth, we're building a dedicated Customer Success team.

What You'll Bring to the Team:

• Customer Success Expertise: You bring a proven record of driving positive outcomes for complex, multi-stakeholder enterprise clients, including growth in product and service adoption.
• Relationship Builder: You excel at fostering long-term partnerships, showcasing the value clients gain from working with us and reinforcing their trust in our services.
• Enterprise Account Management: You have a knack for identifying opportunities for upselling and cross-selling additional services to maximize client value.
• Process-Oriented Mindset: You continually seek ways to enhance customer success and project delivery processes for improved efficiency, reducing friction for both clients and the business, and achieving faster results.
• Methodical and Detail-Oriented: You ensure accurate data entry and updates in CRM and ERP systems, affectively capturing client needs and coordinating with the relevant teams.
• Project Management Expertise: You have hands-on experience managing projects, ensuring they stay on track and meet client expectations.
• Implementation Experience: You have a strong background in system and solution implementation, ensuring seamless integration and delivery that aligns with client needs and project objectives.

Your Role Will Include:

• Managing client relationships to drive retention and satisfaction.
• Identifying and pursuing upsell and cross-sell opportunities.
• Serving as the primary contact for day-to-day client communications.
• Handling project-related client queries, delivering prompt and efficient responses.
• Overseeing and leading the delivery of Digital Inclusion projects, ensuring they meet project specifications and client expectations.
• Providing clients with comprehensive reporting and updates on their projects.
• Managing IT Asset Disposal (ITAD) collections, ensuring processing aligns with service level agreements (SLAs).
• Coordinating device distribution projects and ensuring smooth execution.
• Delivering post-project reports to clients and internal stakeholders.
• Collaborating with the Sales Team to develop Statements of Work for potential projects.
• Project manage and ensure the successful execution of device distribution projects.

Desirable Experience and Skills:

While not mandatory, the following experience and skills would be highly valued:

• Start-Up/Scale-Up Experience: Familiarity with the fast-paced, dynamic nature of start-up or scale-up environments, where the proposition is evolving, and change is constant. The ideal candidate will be comfortable navigating ambiguity, adapting to shifting priorities, and proactively seeking clarification when needed.
• ITAD Industry Knowledge: Previous experience within the IT Asset Disposal (ITAD) industry, understanding its processes and best practices.
• Software Proficiency: Hands-on experience with tools such as HubSpot, Zendesk, and Odoo to support customer relationship management and service delivery.

These additional experiences can set you apart and help you hit the ground running in this role.

Why join us? Be part of a company that's driving change, reducing environmental impact, and fostering digital equity. If you're passionate about customer success, sustainability, and making a difference, we'd love to hear from you.