Customer Success Manager

Point of Rental Software; United Kingdom; Hybrid; GBP 80,000 - 100,000; Full time

Job description

As a Customer Success Manager, you will be a trusted advisor to PoR customers, helping them succeed with our products and ensuring they receive maximum value from our solutions throughout their PoR Journey. You’ll be responsible for understanding customer requirements, driving adoption and retention, and delivering an EPIC experience with every interaction. This role reports to the Manager of Customer Success and works with stakeholders across the company in Sales, Support, Professional Services, Marketing, Product, Development, and Finance.

Duties & Responsibilities

• Manage all post-sales activities (some pre-sales activities will be required) for assigned customers through strong relationship-building, product knowledge, planning, and execution.
• Serve as the voice of the customer and develop a trusted advisor relationship to ensure goals are aligned from a business strategy perspective, and success metrics are identified.
• Work closely with your Account Manager counterparts to develop a joint success plan for your customers.
• Maintain an understanding of our products and the rental industry and consult with customers on how to achieve the best business results utilizing our products and services.
• Focus on customer satisfaction, adoption, retention, and reduce churn by conducting regular check-in calls and Quarterly & Strategic Business Reviews.
• Handle escalations by following up on open cases and working across various teams to ensure issues are resolved.

Qualifications & Requirements

Experience & Skills

• Customer Success Experience: experience in customer success, account management, or a similar customer-facing role, ideally within a SaaS or technology environment.
• Project Management Skills: experience in managing multiple clients/projects, organizing tasks, and ensuring deliverables are met on time.
• Technical Aptitude: Demonstrable experience in understanding complex software or technology solutions and communicating them effectively to customers.
• Analytical Skills: experience in analyzing data, generating insights, and making data-driven decisions to improve customer success metrics.

Tools & Technology Proficiency

• CRM Software: experience with CRM tools (e.g., Salesforce, HubSpot) to manage customer interactions and track account health.
• Customer Success Platforms: Familiarity with customer success platforms (e.g., Catalyst).
• Data Analysis Tools: Basic knowledge and experience with tools like Excel or Google Sheets, for analyzing customer data.

Experience within the rental industry would be preferred but is not essential.

Job Type: Full-Time, Base Salary + Benefits. Work Environment: Hybrid.

POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other protected characteristics. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.