Customer Success Manager

Coface; City Of London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Coface is seeking a Customer Success Manager to maximize value from our Business Information solutions. You will onboard customers, drive adoption, and coordinate with Account Managers to foster retention and growth.

Strong communication and data-driven insights are essential to align client needs with Coface capabilities. Responsibilities include delivering onboarding sessions, maintaining CRM records, and providing actionable feedback to product and service teams.

Qualifications

• 3+ years in Customer Success, Support, Implementation or similar roles in B2B SaaS or data solutions.
• Bachelor's degree in Business, Finance or related field.
• Proven experience onboarding, adoption and post-sale engagement.
• Experience coordinating cross-functional teams (commercial, operations, product, tech).
• Experience using data to identify risks and opportunities in customer success.

Responsibilities

• Manage customer onboarding and implementation from contract to go-live.
• Develop adoption plans to maximise value from Coface's Business Information solutions.
• Deliver onboarding, training and product demos for customers and users.
• Drive adoption and engagement through proactive monitoring and support.
• Act as primary contact for customer queries and coordinate with internal teams for resolution.
• Maintain regular communication on progress, updates and service improvements.
• Provide health, adoption and renewal risk insights to Account Managers.
• Identify upsell and expansion opportunities with Account Managers.

Skills

Customer management

CRM usage

Communication skills

Training delivery

Organisational skills

Analytics

Education

Bachelor's degree in Business/Finance or related field

Tools

CRM systems

Job description

With over 75 years of experience and the most extensive international network, Coface is a leader in trade credit insurance & risk management, and a recognized provider of Factoring, Debt Collection, Single Risk insurance, Bonding, and Information Services. Coface’s experts work to the beat of the global economy, helping ~100,000 clients in 100 countries build successful, growing, and dynamic businesses. With Coface’s insight and advice, these companies can make informed decisions. The Group' solutions strengthen their ability to sell by providing them with reliable information on their commercial partners and protecting them against non-payment risks, both domestically and for export. In 2023, Coface employed ~4,970 people and registered a turnover of €1.868 billion.

Job Description

About the Role:

The Customer Success Manager will ensure customers maximise the value of Coface's Business Information solutions through effective onboarding, adoption and ongoing support. Working closely with customers and Account Managers, this role will drive product engagement, customer satisfaction, retention and growth opportunities while acting as a trusted advisor throughout the customer lifecycle.

Key responsibilities include:

• Manage customer onboarding and implementation, ensuring a smooth transition from contract signature to successful go-live.
• Understand customer objectives and develop adoption plans to maximise value from Coface's Business Information solutions.
• Deliver onboarding, training and product demonstration sessions for customers and users.
• Drive customer adoption and engagement through proactive monitoring and support.
• Act as the primary point of contact for customer queries, coordinating with internal teams to ensure timely resolution.
• Maintain regular communication with customers on progress, updates and service improvements.
• Gather customer feedback and provide insights to support product and service enhancements.
• Provide Account Managers with customer health, adoption and renewal risk insights.
• Identify upsell and expansion opportunities and collaborate with Account Managers on growth initiatives.
• Maintain accurate CRM records and contribute to continuous improvement of customer success processes and best practice
• Excellent communication, presentation and training delivery skills.
• Strong organisational skills with a structured and proactive approach to managing multiple priorities.
• Ability to translate customer requirements into clear actions and solutions.
• Experience using CRM, reporting and customer management tools.
• Strong analytical skills with the ability to interpret customer usage and engagement data.

Qualifications

• Minimum of 3 years' experience in Customer Success, Customer Support, Implementation, Account Management, Consulting, SaaS, Data Solutions or another client-facing B2B environment.
• Bachelor's degree in Business, Finance, or a related field
• Proven experience managing customer onboarding, adoption and post-sale customer engagement.
• Experience coordinating activities across commercial, operational, product and technical teams.
• Experience using customer, service or usage data to identify risks, opportunities and customer success actions.
• Strong customer relationship management skills with the ability to build trust and credibility.
• Excellent communication, presentation and training delivery skills.
• Strong organisational skills with a structured and proactive approach to managing multiple priorities.
• Ability to translate customer requirements into clear actions and solutions.
• Experience using CRM, reporting and customer management tools.
• Strong analytical skills with the ability to interpret customer usage and engagement data.