Senior Customer Success Manager

Kaisa Technologies AB; Greater London; Hybrid; GBP 45,000 - 85,000; Full time

Job description

Role description

Summary

Job Title: Senior Customer Success Manager

Department: Commercial/Customer Success

Reports to: The Senior Customer Success Manager will report to the Customer Success Director

Location: Paris or London

Join our global team in designing and automating personalised customer experiences at scale. At Kaisa, we understand that our greatest asset is our talented and diverse team. We believe in creating an environment that fosters personal growth, professional development, and overall well-being. Regardless of where you are in the world, our commitment to your success and happiness remains unwavering.

Job Overview

The Senior Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of strategic Kaisa customers by increasing the adoption of the Kaisa product suite via the delivery of the Customer Success Programme.

Responsibilities and Duties

• Net Revenue Retention (NRR) for a portfolio of existing strategic Kaisa customers

• Delivering the Kaisa Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Kaisa product suite

• Maximising the value and business impact of Kaisa by establishing customer goals, pain points and KPI’s and working with them to continuously optimise these

• Building and developing strong customer relationships, educating stakeholders on the Kaisa value proposition across multiple business units and markets

• Building, maintaining and executing on customer account plans and growth plans to maximise upsell and cross-sell opportunities

• Actively uncovering customer health risks and executing on risk mitigation plans to minimise revenue churn

• Kaisa product expert, delivering ongoing Kaisa product training to a wide range of customer stakeholders

• Proactive ownership of internal CS processes to help maximise the effectiveness and efficiency of the customer success programme across the team

• Acting as internal Voice Of The Customer and providing feedback to Product teams, becoming an expert on product usage and vision

• You will also collaborate directly with Projects Managers, Pre Sales Consultants, Support, Sales and Marketing teams

Skills requirements

• 7+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management

• Proven track record of commercial ownership and very experienced in working strategically to achieve customer retention and revenue growth over time

• Very experienced working with large businesses and brands with complex organisations

• Strong emotional intelligence and is able to use the information available to influence decision makers

• Very experienced in a multi-tasking environment and can adjust priorities on-the-fly.

• Very strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)

• Very strong written and verbal communication skills and in person and virtual presentation skills. C-level experience essential

• Willing team player and demonstrates team leadership skills

• Experience delivering product training and/or product demonstrations essential

• Very strong time management and project management skills

• Evidence of an understanding of API integrations, front end web technologies (Javascript/CSS) and customer ecosystems highly valued

• Evidence of understanding of Customer Experience (CX) technologies highly valued

• Fluent English is essential and other language skills are highly valued

• Understanding of the marketplace/classifieds industry not essential but highly valued

• Understanding of the Automotive and/or Real Estate industry not essential but highly valued

Company Culture and Benefits

Benefits:

• Opportunity to work with a talented and passionate team in a fast-growing company.

• Be a part of a company that values innovation, collaboration, and customer success.

However, across all countries (Sweden, UK, France) there are indeed similar benefits such as:

• Country-specific health and family insurance

• Country-specific retirement contribution

• Sporting & wellness opportunities

• Learning through the Kaisa Academy

• Flexible and remote work to suit your personal working style

• Regular team events in France, Sweden and the UK

• True professional & personal life balance giving you peace of mind that you can both work and relax without sacrificing one or the other

• A solid team environment