Customer Success Manager UKI

Rise Up; London; On-site; GBP 35,000 - 65,000

Job description

Job Description

Rise Up, a pioneering Blended Learning solution founded in 2014, provides a robust learning management system (LMS/LXP) designed to empower organizations and their employees to stay up-to-skill in an ever-evolving environment.

With a team of 130 employees across Paris, London, and Lisbon, and an active presence in 73 countries serving a community of 5 million learners, we are shaping the future of professional learning across Europe. Powered by technology, designed for employees, and focused on performance, our solution enables organizational transformation through engaging, personalized training experiences that blend digital and in-person learning.

Why Choose Rise Up?

• A Growth-Driven Environment: Join Rise Up and be part of an ambitious, innovation-driven company that has been growing since its inception.
• Global Perspective: Work in a multicultural, international environment that values diversity in talent and perspective.
• Structured Onboarding: Benefit from a structured onboarding program to ensure your successful integration into our team.
• Make an Impact: Contribute to transforming how millions of people grow professionally, while enhancing your own skills within a collaborative and supportive setting.

About the Role:

As a key partner to our clients, you will guide them in fully leveraging the power of our platform.

Your mission: Turn their experience into success through strategic advice, personalized support, and a constant commitment to maximizing their satisfaction and loyalty. By becoming their primary point of contact, you play a crucial role in their success and in demonstrating the value of our product.

• Identify and anticipate customer needs to enhance their experience and satisfaction.
• Ensure personalized and regular follow-ups, including monthly reviews and quarterly business reviews (QBR, ABR).
• Actively participate in pre-sales meetings with the sales team to discuss implementation and deployment specifics, ensuring a smooth and well-informed transition for the client.
• Ensure the platform is fully configured from the client's onboarding phase, meeting their specific expectations and enabling seamless adoption.
• Effectively handle crisis situations while maintaining customer satisfaction and act as the primary point of contact when needed.
• Work closely with the sales team to identify upsell and renewal opportunities and serve as the client's advocate within the company.
• Lead digital training projects from design to execution, coordinating with all stakeholders to ensure flawless delivery aligned with business objectives and client expectations.
• Detect upsell and cross-sell opportunities.

What You'll Bring To The Team:

• Experience in SaaS B2B
• 4 years experience in client onboarding process management
• Ability to manage multiple projects simultaneously with a strong focus on data, KPIs, and results
• Proficiency in CRM and customer success tools (HubSpot, Zendesk)
• Team spirit and strong collaboration skills
• Initiative and ability to take charge of cross-functional topics to support and improve internal processes
• Experience in e-learning would be a plus