Customer Success Manager

RGH-Global Limited; Coventry; Hybrid; GBP 35,000 - 65,000; Full time

Job description

Join our amazing B Corp clients team as a Customer Success Manager.

Are you a seasoned Customer Success Manager looking for an exciting new challenge? We're seeking a dynamic professional to join our client's rapidly expanding team and help their customers unlock the full potential of their E-commerce products and services.

As a key player in our client's Software as a Service (SaaS) division, you'll be part of a leading, B Corp Certified, multi-award-winning retailer. They are proud to serve well-known UK charities and are eager to further expand their reach. Your role will be pivotal in shaping their software to ensure optimal product-market fit.

They're looking for a customer-centric professional with a commercial background who can lead the charge in providing their new and existing clients with the support they need to fully utilise their products and maximise their return on investment.

Your commercial focus will drive growth across the business and increase Customer Lifetime Value (CLV) by improving retention and maximising Net Retention Revenue. You'll use tools such as HubSpot, Monday.com, and Jira to maintain accurate data, keep customer success plans updated, and manage renewals.

The ideal candidate will leverage their previous commercial account management experience to understand customer pressure points, identify new revenue streams, and deliver solutions to complex problems. Prior experience with SaaS products is a must.

Key Responsibilities:

1. Drive growth and retention across your customer portfolio.
2. Serve as the primary point of contact for customers, becoming a trusted advisor through your expertise in their products, services, and industry.
3. Analyse customer data to make data-driven decisions and recommendations.
4. Conduct regular reviews to communicate product updates, report on progress and performance, and identify growth opportunities.
5. Share customer insights, feedback, and product enhancement requests with internal stakeholders.
6. Work with clients to configure and roll out software, providing both on-site and virtual training and support.
7. Represent the voice of the customer to influence product development, marketing, and sales processes.

Who are they looking for?

1. Sound experience as a customer success manager, commercial account manager, or client solutions professional.
2. Proven track record of exceeding growth targets.
3. Strong communication and presentation skills.
4. Proactive, positive, self-starter, and team player with a knack for continually improving processes.
5. Results-driven, with success measured through customer satisfaction and ROI.
6. Ability to digest complex data and relay it to customers in a clear and concise way.
7. Tech-savvy with experience in a fast-paced agile startup environment.
8. Strategic mindset and commercial mentality.
9. Willingness to travel to customer sites and company headquarters.
10. Experience using CRM systems such as HubSpot, Salesforce, or similar.

This is a fantastic opportunity to join a growing technology company with great ambition and vision at a critical stage. You'll play a key role in executing and shaping strategy. In addition to a competitive salary and the option to work remotely, they offer a fantastic benefits package including 25 days holiday, 8% contributory pension, and bonus.