Customer Success Manager

Ripjar; Birmingham; Remote; GBP 40,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen dynamischen Customer Success Manager, der eine Schlüsselrolle in der Entwicklung und Unterstützung des Customer Success-Teams spielt. In dieser spannenden Position werden Sie dafür sorgen, dass Kunden langfristigen Erfolg mit den Produkten und Dienstleistungen des Unternehmens haben. Sie werden Kundenbeziehungen aufbauen, den Onboarding-Prozess leiten und sicherstellen, dass die Kunden den vollen Wert der Produkte verstehen. Diese Rolle bietet die Möglichkeit, eng mit verschiedenen Abteilungen zusammenzuarbeiten und die Kundenzufriedenheit durch proaktive Unterstützung und Schulung zu steigern. Wenn Sie leidenschaftlich an Kundenservice interessiert sind und eine positive Kundenerfahrung schaffen möchten, ist dies die perfekte Gelegenheit für Sie.

Benefits

25 Tage Jahresurlaub plus Geburtstag frei

Vollständig remote Arbeiten

Lebensversicherung

Private Familienkrankenversicherung

Mitarbeiterunterstützungsprogramm

Unternehmensbeiträge zur Rente

Erhöhte Mutterschafts-/Vaterschaftsvergütung

Top-of-the-range MacBook Pro

Gut ausgestattete Büros mit Snacks und Getränken

Qualifications

• 2-3 Jahre Erfahrung in der Systemimplementierung oder im Change Management.
• Mindestens 3 Jahre Erfahrung in einer Rolle im Kundenservice.

Responsibilities

• Aufbau und Pflege starker Kundenbeziehungen zur Sicherstellung des Erfolgs.
• Leitung von Initiativen zur Kundenbindung und Durchführung von Schulungsprogrammen.

Skills

Kundenbeziehungsmanagement

Kommunikationsfähigkeiten

Analytische Fähigkeiten

Problem-Lösungsfähigkeiten

Organisationsfähigkeiten

Education

Abschluss in Informatik oder Betriebswirtschaft

Job description

The role

We are seeking a dynamic, results-driven, and customer-centric Customer Success Manager to join our newly formed Customer Success team, reporting to the SVP, Global Head of Customer Success. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. This is an exciting opportunity to play a pivotal role in the development and support of the Customer Success functional rollout.

What You'll Be Doing

As a Customer Success Manager, you will ensure that our customers are set up for long-term success and have a positive experience with our products and services. You will drive customer adoption and loyalty by educating our customers on how to get the most out of Ripjar while building strong relationships throughout the lifecycle of the account.

• Build and maintain strong relationships with customers, understanding their specific needs and goals
• Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product
• Identify and address potential issues before they escalate, providing solutions and support
• Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues promptly
• Help customers understand and realize the full value of the product and how it aligns with their goals
• Track key performance indicators (KPIs) and provide reports on customer health and satisfaction
• Lead customer engagement initiatives such as executive business reviews and feature request meetings
• Collaborate closely with Product and Engineering teams to improve the product and user experience based on customer feedback
• Work with Sales to identify opportunities for up-selling and cross-selling additional products
• Enhance customer training programs
• Support the SVP, Head of Global Customer Success, in building out the function

Requirements

Skills and Experience:

• Degree in computer science, business, or relevant experience, with authorization to work in the country of hire
• 2-3 years' experience in system implementation or change management supporting a range of customers from SMB to Enterprise
• Minimum 2 years working in a SaaS and Enterprise software company
• Minimum 3 years in a Customer Success Manager, Relationship Manager, or Account Manager role
• Experience working with clients in the AML/KYC domain is preferred
• Excellent communication and interpersonal skills
• Strong organizational, analytical, and problem-solving skills
• Proven client relationship, communication, and presentation skills
• Ability to travel as required (between our office and client premises)

Benefits

Why we think you'll enjoy it here:

• Competitive salary DOE
• 25 days annual leave plus your birthday off, increasing to 30 days after 5 years of service
• Fully remote working with occasional travel
• Life assurance
• Private family healthcare
• Employee Assistance Programme
• Company contributions to your pension
• Enhanced maternity/paternity pay
• The latest tech including a top-of-the-range MacBook Pro
• Offices equipped with well-stocked pantries with food, snacks, and drinks when in the office