Customer Success Manager

Experian; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working 40% office-based

Uncapped commission

Pension

Bupa healthcare

Sharesave Scheme

25 days annual leave

Job summary

Experian is seeking a Senior Customer Success Manager to join the UK EDQ Customer Success team, focusing on retaining relationships with our business clients in the data quality space.

You will manage a portfolio, build executive relationships, identify cross-sell opportunities, and work with cross-functional teams to maximise client value and renewal rates in a hybrid working environment.

Qualifications

• Experience in Account Management, Customer Success, or retention roles in a B2B setting.
• Proven ability to achieve revenue, retention, and growth targets.
• Strong relationship management with senior stakeholders and executives.

Responsibilities

• Deliver and exceed retention targets.
• Forecast on a rolling 3 month basis with forecast accuracy.
• Develop relationships with key client stakeholders, including executives and decision makers.
• Understand client goals and create tailored account plans.
• Articulate product value and cross-sell opportunities within the portfolio.
• Collaborate to deliver customer satisfaction and revenue growth.
• Use Salesforce CRM to manage engagement and daily activity.
• Identify renewal risks and lead resolution of client issues.
• Contribute to EDQ’s NPS targets and provide customer insights.

Skills

Account Management

Customer Success

Relationship Management

Negotiation

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 Senior 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 Aff… If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Grade: F/EB10

#LI-GN1 #LI-Hybrid

Experian Careers - Creating a better tomorrow together

Experian Careers - Creating a better tomorrow together