Customer Success Manager, Enterprise

Contentsquare; London; Hybrid; GBP 40,000 - 80,000

Job description

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey.

We are a global leader in the experience analytics space, having secured $1.4 billion in funding and expanded to 15 offices worldwide. We're here to stay-and we're looking for team members that can help us further our growth.

Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler-for our customers, their customers, and each other.

About the job

Contentsquare is looking for a passionate Customer Success Manager (CSM) to strengthen its UK team. Based in London and reporting to the Customer Success Lead, in a fast-growing company, you will manage a portfolio of customers and serve as a central point of contact for the customer during the entire live cycle of their usage of the Contentsquare Solution.

As a trusted advisor, facilitator, advocate and coach, the CSM's role is to ensure that customers achieve their strategic business goals and realize value from their Contentsquare product, ultimately translating into renewal and upsell of the client's subscription. The CSM will build and maintain strong relationships with multiple contacts within the assigned customers, including executive roles.

The CSM will be responsible for driving adoption and utilization across their customer base. The CSM will also work closely with Sales and renewals management to help drive renewals to a successful completion.

In this role, the CSM will also work closely with cross functional Contentsquare groups (Product, Customer Services, Marketing, Customer Care, Engineering, etc.) and will be required to build and maintain strong working relationships within those groups. Ultimately the CSM will own the customer's post-sales experience serve as an escalation point for issues that impacts the customer's success.

What you'll do

1. Lead, manage and participate in activities that drive product adoption, active use, Contentsquare awareness, and customer satisfaction
2. Proactively monitor and address customer success issues
3. Contribute to your customer's digital UX strategy and AB test roadmap
4. Understand and assess customer requirements
5. Develop and maintain a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer's business strategy, allowing the full potential of their Contentsquare Solution to be realized
6. Establish and oversee the customer's adoption, training and usage/development of best practices to continually drive incremental value and return on the customer's investment
7. Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
8. Drive regular cadence (Call/Report/visit/QBR) with customer to report on KPIs, raise awareness of Contentsquare news / events. Shares results & actionable items with cross-functional stakeholders.
9. Drive renewals to a successful completion in close collaboration with Sales
10. Contribute in pre-sales positioning of Customer Success deliverables and sales led kick-off meetings with customers to outline expectations, communication rhythm, and how we support customer's KPIs
11. Follow-up of operations: planning management and coordination of internal services resources (technical, UX, UI and data analysts) during each step of the customer journey
12. Configuring and analyzing the customer data on the Contentsquare tool
13. Create value by Co-production of analysis and training workshops with the customer
14. Be the voice of the client and provide internal feedback on how Contentsquare's solution can be improved

What you'll need to succeed

1. Relevant work experience (Minimum of 2 years in a similar position)
2. Experience in Post-Sales Account Management for subscription based Solutions
3. Background and technical experience in Digital Solutions
4. Very Good understanding of the Analytics, A/B test and Data businesses
5. Must be highly self-managed, responsive, with the passion to serve the customer
6. Exceptional presentation, written and oral communication skills
7. Very structured working approach, ability to deal with several different activities in parallel
8. Demonstrable ability to take ownership and act on client goals and objectives
9. Ability to influence and drive issue resolution with cross-functional teams in a matrix organisation
10. Proven track record in teaming with sales and field organisations to achieve business goals
11. Fluency in English

Measurement for success would include

1. Increased customer satisfaction across account (measured by conventional surveys, as well as reference potential of account & general check-ins and customer feedback)
2. Drive Product adoption rates
3. Successful and timely renewals

Why you should join Contentsquare

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we're aligned with the employees' needs.

Here are a few we want to highlight:

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing and Home Office allowances
• A Culture Crew in every country we're based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company's success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
• And more benefits tailored to each country