Principal Customer Success Manager

Job Title: Strategic Customer Success Manager (SaaS)

Location: Remote (UK-based)

Company: SnooprID Ltd

About The Company:

My client is a leading SaaS provider dedicated to delivering innovative cyber solutions that empower Enterprises to achieve their goals. They pride themselves on a strategic and customer-centric approach, striving to foster long-lasting partnerships with their Tier one International base of customers. As they continue to expand their presence in Europe, they are looking for a Strategic Customer Success Manager to join the dynamic team.

Job Overview:

As a Strategic Customer Success Manager, you will play a pivotal role in ensuring clients derive maximum value from their solutions. You will be responsible for building strong relationships with key stakeholders (typically Senior Management, Exec/C-Suite level), driving product adoption, and identifying opportunities for growth and enhancement within a base of 10/15 Enterprise accounts. This role requires a blend of strategic thinking, consultative project management, business development, and exceptional interpersonal skills.

Key Responsibilities:

• Customer Relationship Management: Develop and maintain strong relationships with key stakeholders across various accounts, serving as the primary point of contact for strategic customer engagements.
• Onboarding and Adoption: Lead the ongoing CS process for new and expansion clients, ensuring a seamless transition and optimal product utilization. Monitor customer engagement to promote product adoption and usage.
• Strategic Planning: Collaborate with customers to understand their business objectives and align solutions to meet their needs, crafting tailored success plans that drive measurable outcomes.
• Proactive Support: Provide ongoing support and guidance, addressing client concerns and challenges promptly and identifying and mitigating risks to ensure greater customer satisfaction.
• Data Analysis and Reporting: Analyze customer data and usage metrics to identify trends, insights, and opportunities for improvement, presenting findings and recommendations to clients to drive continuous growth & adoption.
• Cross-Functional Collaboration: Work closely with less experienced CSMs providing mentoring & coaching, engage with sales, product, and marketing teams to communicate customer feedback, being an advocate for product enhancements, and contribute to the overall customer experience.
• Renewals and Upsells: Support the renewal process and identify opportunities for upselling additional solutions or features that align with client goals.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field.
• 8+ years of experience in Strategic Customer Success or Strategic Account Management within the Enterprise B2B SaaS industry.
• Proven track record of managing large, Enterprise customer relationships and driving product adoption, managing a book of business of $5M ARR+.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Self-motivated, driven, energetic, and able to work independently in a remote environment within the UK.
• Proficiency in CRM tools and customer success platforms.
• Must be either a British national or have full right-to-work (ILR) status in the UK (no sponsorship required).

What they offer:

• Competitive salary up to £120K base (max) and 20% bonus.
• Flexible working hours and a remote-first culture.
• Opportunities for professional development and career growth.
• A supportive and inclusive team environment.
• Benefits package including pension, health insurance, life plans, and more.

How to Apply:

If you are passionate about customer success/strategic account management and eager to help clients thrive, I would love to hear from you! Interested candidates are invited to submit their CV detailing their relevant experience to; paul@snooprid.com.

My client is an equal opportunity employer and celebrates diversity and is committed to creating an inclusive environment for all employees.