Customer Success Manager

Our client, a global software solutions company, is recruiting for a Customer Success Manager to join their UK office in Watford.

The purpose of the role is to strengthen the Customer Success Team, working towards increasing the value customers receive from the company's products. This role focuses on relationship-driven customer care that aligns client and vendor goals for mutually beneficial outcomes.

What’s in it for you?

1. Salary: Up to £50k depending on experience
2. Hours: 8.30am-5.30pm Monday to Friday - hybrid working
3. 22 days holiday plus 1 additional day per year of service (up to 25 days)
4. Healthcare

Key responsibilities:

1. Increase the value of services by cooperating with customers, sales, and the product team.
2. Support customers by successfully setting up their software.
3. Become a product expert and use this knowledge to effectively guide customers towards their desired outcomes.
4. Understand the customer’s needs and use cases to be professionally prepared to overcome any incidents.
5. Ensure product adoption by onboarding new customers and new teams.
6. Develop best practices for new customer onboarding and implementation to ensure ongoing customer growth.
7. Work closely with the local Customer Success and Sales organizations on a global scale and report directly to the UK Managing Director, liaising closely with the VP of Customer Success.

What the employer is looking for:

1. At least 3 years’ experience in a client-facing role, managing complex accounts in a B2B, ideally SaaS company.
2. Experience with implementing, onboarding, and training enterprise customers.
3. Enjoy working cross-functionally on a daily basis, acting as the bridge that connects users with internal teams (Customer Support, Sales, Product, etc.).
4. Self-assess as a quick learner with the ability to work effectively in a fast-growing environment.
5. Open-minded and proactive team player combined with excellent time management skills to achieve ambitious goals.
6. Strong written and verbal communication skills in English; additional languages could be advantageous.