Customer Success Manager

Experian; City of Westminster; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Pension

Bupa healthcare

Sharesave Scheme

25 days annual leave

8 bank holidays

3 volunteering days

Job summary

Experian is seeking a Customer Success Manager for the UK EDQ Customer Success team to retain relationships and maximize client value for our Data Quality solutions. You will act as the main contact for an existing client portfolio, combining account management, customer success, and commercial skills.

Reporting into the CSM Team Manager, you will manage renewals, seek growth opportunities, and deliver excellent service.

Qualifications

• Experience in Account Management, Customer Success, or Customer Retention in B2B with revenue/retention targets.
• Strong relationship management skills with senior stakeholders.
• Excellent negotiation, objection handling, and renewals management.

Responsibilities

• Deliver and exceed retention targets.
• Forecast on a rolling 3-month basis with forecast accuracy.
• Develop relationships with key client stakeholders via email, phone, and meetings.
• Understand client goals and craft tailored account plans.
• Articulate product value of Experian Data Validation & Data Management solutions to clients.
• Identify cross-sell/upsell opportunities within portfolios.
• Collaborate with the EDQ team to drive customer satisfaction and revenue growth.
• Use Salesforce CRM to manage client engagement and daily activity.
• Identify renewal risks and work to mitigate them.
• Lead issue resolution for clients.
• Contribute to EDQ's NPS targets and provide customer insights to product/marketing/sales.

Job description

• Department: Sales & Business Development
• Schedule: Full Time

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Job Description

We are looking for a Customer Success Manager to join our UK EDQ Customer Success team, focused on retaining relationships with our customers.

As the Data Quality arm of Experian, we help organisations improve the quality of data across their business and throughout the data lifecycle. Experian Data Quality supports clients across multiple industries. We achieve this support through a combination of market-leading technology, trusted reference data, and expert consulting services. The goal of this support is to drive efficiency, improve customer experiences, and deliver better outcomes.

Reporting into the CSM Team Manager, you will be the main contact for existing clients within your portfolio. You will combine account management, customer success, and commercial skills to maximise client value, retention, and growth. You will focus on securing high levels of business, identifying cross-sell/upsell opportunities and delivering excellent customer service.

Specific areas of focus within your role will be:

• Deliver and exceed your retention targets.
• Forecast on a rolling 3 month basis and delivering against forecast accuracy expectations.
• Develop relationships with key stakeholders at client organisations, including executives, decision makers and end-users, through email, telephone and face-to-face meetings.
• Understand a client's goals and challenges, developing tailored account plans to address their needs.
• Articulate product value: understanding and communicating the features, benefits and unique selling points of Experian's Data Validation & Data Management solutions, and how these deliver value for your clients.
• Uncover cross-sell/upsell opportunities within your portfolio by conducting client meetings aimed at identifying customer needs and pain points.
• Collaborate with colleagues in the EDQ department to deliver customer satisfaction and revenue growth.
• Use Salesforce CRM to support your client engagement and manage your daily activity.
• Identify, recording and managing potential renewal risks to achieve your risk retention target.
• Lead the resolution of any client issues.
• Contribute to EDQ's NPS target. Be the voice of the customer internally, providing feedback and insights to inform product development, marketing, and sales strategies.

Qualifications

• Experience Account Management, Customer Success, or Customer Retention roles within a B2B environment, with experience achieving revenue, retention, and growth targets.
• Strong relationship management skills, with experience engaging and influencing senior stakeholders through regular reviews.
• Excellent negotiation, objection handling, and commercial skills, with the ability to manage renewals, identify growth opportunities, and maximise account value.

Additional Information

Benefits package includes:

• Hybrid working - 40% office based
• Great compensation package and uncapped commission
• Core benefits include Pension, Bupa healthcare, Sharesave Scheme and more
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affi... If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Grade: F/EB10