Customer Success Manager - UK

The Client Success Manager (CSM) is pivotal in driving both client success and positive social impact. The CSM nurtures strong relationships, guiding clients from kickoff to expansion.

This role blends consulting expertise, data interpretation, effective communication, and strategic project management, ensuring that every client interaction aligns with Symend’s mission to transform customer engagement through innovative use of behavioral science and technology.

Responsibilities include:

Client Enablement Management:

1. Learn Symend's value proposition, product features, and Behavioral Science fundamentals to clearly convey their impact to clients.
2. Lead clients through strategic initiatives to achieve measurable improvements in account performance, particularly in delinquency outcomes, driven by data and behavioral science.
3. Establish and maintain strong, multi-level relationships within client organizations, acting as a trusted advisor who aligns our services with their strategic goals.

Strategic Planning and Data Interpretation:

1. Develop and execute comprehensive joint account plans that outline actionable goals and initiatives aligned with both client and business objectives.
2. Identify opportunities within existing strategies into actionable outcomes through data analysis and collaborate with data analysts when necessary.
3. Curate regular meetings and presentations to showcase market trends, data analysis, and value into a broader narrative focused on strengthening client relationships and achieving business goals.

Consultative Engagement and Cross-Functional Collaboration:

1. Lead strategic client meetings, focusing on success metrics and identifying growth opportunities.
2. Collaborate with clients to document requirements, map solution options, and ensure alignment with strategies.
3. Utilize strong account planning techniques to proactively manage client expectations, address potential risks, and seize opportunities for expansion in consultation with internal Sales, Delivery and Product teams.

Project and Change Management:

1. Manage client projects with precision, ensuring deliverables are met on time and within scope.
2. Use project management tools like Jira and Confluence, or alternatives like Clarizen, Mavenlink, or Rocketlane, to manage timelines, deliverables, and documentation, ensuring seamless collaboration across teams.
3. Track risks and issues, implementing proactive mitigation plans.

Continuous Improvement and Innovation:

1. Continuously identify and address risks through data analysis and client feedback, integrating these insights into ongoing improvements and innovation.
2. Serve as the client’s advocate to the product team, prioritizing feedback based on its impact and urgency, and assess the broader client benefit of proposed changes.
3. Embrace continuous learning and development, particularly in behavioral science and data analytics, to stay ahead in a dynamic environment.

Experience:

1. 7+ years client-facing management experience delivering a SaaS solution to enterprise clients.

Key Competencies and Skills:

1. Proven experience building trusted relationships at all levels, with both clients and internal cross-functional teams.
2. Outcome-focused and driven to help define and achieve client success.
3. Highly organized and self-directed with proven project and account management skills.
4. Ability to manage and prioritize multiple tasks in a fast-paced environment.
5. Demonstrated ability to communicate and coordinate efforts cross-functionally (internally and externally).
6. Demonstrated ability to manage technical or customer escalations from origin to conclusion.
7. Excellent written and verbal business communication abilities.
8. Willingness to act as an advocate on behalf of client accounts.
9. Continuous improvement mindset with a drive for excellence.
10. Continually provide best in class in customer service with vigor and positivity.
11. An active listener who can get to the root of a problem and support with owning solutions for resolution.
12. A strong team member who can also operate and execute independently.
13. Understand that the key to a successful future is to always be learning.
14. Adhere to deadlines by multi-tasking and staying organized.
15. Define metrics to track client success activities including a client health score.
16. Travel to client sites as needed and meet clients in person for onboarding and occasional meetings.