Senior Customer Success Manager


Customer Service & Support

IT & Telecoms Confidential
2 months ago

Job Summary

The successful candidate will work to ensure that client needs are understood to maximise performance. They will collate data and report information, maximising client performance with the current product, and ensure client requests are reflected to the product team to help implement future platform changes. This person will take individual needs of clients into consideration and build and manage client relationships across our customer base, and they will need to be able to lead a team of 3-4 staff in best practice. Additional skills include the ability to develop a compelling business case to create, upsell and cross-sell opportunities, and to use data to influence the organisation on priorities and resource strategic opportunities, with the ability to negotiate renewals ahead of schedule to ensure that customers are retained.

  • Minimum Qualification:Degree
  • Experience Level:Senior level
  • Experience Length:2 years

Job Description/Requirements


  • Deliver our objective of 100%+ net revenue retention as well as customer referrals for new business.
  • Use a range of data reporting tools to evaluate, measure and analyse performance, and spot trends, risks, and opportunities.
  • Oversee the customer success team. Forecast and track account metrics with a high degree of accuracy and deliver revenue targets each quarter.
  • Directly and indirectly build solid and profitable relationships with your clients and their employees through world-class customer service, relationship building, client entertainment and networking.
  • Travel to meet clients face to face.
  • Negotiate contracts agreements in a timely and profitable manner.
  • Develop trusted advisor relationships with key accounts, customer stakeholders and senior management teams.
  • Champion the benefits of cognitive profiling and learning support strategies throughout the client business and senior management teams.
  • Generate interest from clients for incremental sales from existing and other company products and services.
  • Produce and deliver winning proposals and presentations.
  • Objection handling
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
  • Support on the acquisition of case-studies and testimonial feedback including video media/filming, surveys, and face to face interviews.
  • Collaborate with the Sales Team to identify and grow opportunities within territory.
  • Assist with challenging client requests or issue escalations as needed.
  • Work closely with the software development team to scope priorities based on client demand.
  • Act as the eyes and ears of the business spotting risks and opportunities through probing conversations.

Required Skills & Experience

  • Experience of the EdTech/ HRTech/ LMSTech sector preferable but not mandatory, with passion about the professional development or education industry and the role of cognition in deliver employee/ learner achievement.
  • Strong use of data and analytics to drive informed decision making.
  • Demonstrable communication and relationship development skills via video and teleconference or face to face and the ability to communicate, present and influence key stakeholders at all levels of an organisation.
  • Organised, hardworking, and willing to build your career through success with clients.
  • A quick learner and the ability to work and think clearly when under pressure.
  • Proven work experience as a Customer Success Manager within a SaaS business
  • Solid experience with CRM software (e.g. Salesforce or HubSpot) and MS Office (particularly MS Excel experience of building pivot tables and other intermedia features).
  • Experience delivering client-focused solutions to customer needs and challenging customers where necessary.
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
  • Excellent listening, negotiation, and presentation abilities.

Key Competencies

  • Able to intelligently use data to inform and develop action plans
  • Strong verbal and written communication skills.
  • Customer focused, curious, and hungry for results.
  • Excellent interpersonal skills.
  • Self-motivated and determined.
  • The ability to innovate and take initiative.
  • The ability to multi-task and work to deadlines.


  • Qualification in Customer Service/Client Relations or in a related field from a recognised institution.
  • Bachelor’s degree or equivalent desirable but not essential.

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