Customer Success Manager

2MES; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job description

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Customer Success Manager, City of London

Location:

City of London, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

MAR20254326_1743431201

Job Views:

4

Posted:

31.03.2025

Expiry Date:

15.05.2025

Job Description:

Customer Success Manager
Working pattern: Hybrid

We are Citation. We are far from your average service provider as our colleagues bring their great personalities to work, not just their policies! If you don’t know who we are, google us…. We’re one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy customers – Our 5* Trustpilot and Glassdoor reviews speak for themselves!

Citation is one of the UK’s biggest providers of Health & Safety, HR, Employment Law and ISO services to businesses.

The Role
You will be responsible for meeting with key business executives and stakeholders to develop long-term relationships with your portfolio of assigned clients and to ensure the client retention rate of 92%. You will provide support at the pre-sale stage with larger clients to introduce your role and post-sale you will liaise between clients and cross-functional internal teams to ensure the timely and successful onboarding and delivery of our solutions according to client needs.

1. Operate as the lead point of contact for all matters specific to your clients and deliver an adaptive and proactive customer relationship management approach.
2. Create a customer success roadmap to coordinate the onboarding process and handover to service colleagues.
3. Carry out detailed and planned agenda-driven account reviews with stakeholders and communicate updates to internal teams.
4. Build and maintain strong, long-lasting client relationships and maintain a presence throughout the client life cycle.
5. Maximise the use of your 3 days working from your home office (or our offices) to plan, prepare and actively contact your portfolio of clients.
6. Optimise your 2 days in the field carrying out agenda-driven client meetings.
7. Forecast and track key account metrics.
8. Identify and grow opportunities within territory and collaborate with internal teams to ensure growth/retention attainment.
9. Consistently deliver plus 1% to enhance client experience and subsequent NPS ratings.

Key performance indicators (subject to change in line with business needs)

1. Financial - Demonstrate an increase in annual contract value/total contract value. - Increase revenue by optimising the guided selling approach to introduce additional products to clients.
2. Client retention - Attain your personal portfolio targets to achieve the overall 92% client retention rate. - Increase Net Promoter Scores (NPS) in line with company goals and act upon valuable client insights to improve service delivery and ultimately client retention.
3. Process - Produce productivity returns by maintaining key account information and detail of your interactions with your clients using our internal and CRM systems.

The Person

The ideal candidate for our role will demonstrate the following skills and attributes:

1. Proven field-based account management or other relevant experience in a volume-based SME environment.
2. Well-presented, confident, articulate, personable and well-motivated.
3. Demonstrate a resolution-based approach.
4. Able to demonstrate their proficiency in undertaking video call meetings as well as face-to-face interactions with clients.
5. Track record of meeting and exceeding targets/KPIs.

We’re a great bunch of people to work with because we care so much about our colleagues and culture. We’re not interested in hierarchy or politics, just getting things done and enabling people to be their brilliant selves.

Apply now. Come join us.