Customer Success Manager

Experian; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Pension

Bupa healthcare

Sharesave Scheme

25 days annual leave

Job summary

Experian UK is seeking a Customer Success Manager to join the EDQ Customer Success team, focused on retaining relationships with customers of our Data Quality solutions. You will combine account management, customer success and commercial actions to maximise client value, retention and growth across portfolios.

Reporting into the CSM Team Manager, you will drive renewal management, opportunities for up-sell and cross-sell, and collaborate with the EDQ department to deliver client satisfaction

Qualifications

• Experience in account management, customer success, or retention in B2B with revenue targets.
• Strong relationship management and senior stakeholder engagement.
• Excellent negotiation and renewal management skills to maximise value.

Responsibilities

• Deliver and exceed retention targets.
• Forecast quarterly and meet forecast accuracy.
• Build relationships with executives and decision makers.
• Identify cross-sell/upsell opportunities within accounts.
• Lead resolution of client issues and ensure satisfaction.
• Collaborate with EDQ team to drive revenue growth.
• Utilise Salesforce for client engagement and activity tracking.
• Monitor renewal risks to protect retention.
• Provide customer feedback to product/marketing/sales.

Skills

Account Management

Customer Success

Customer Retention

B2B Experience

Tools

Salesforce

Job description

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.

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 Affidavit Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Recruitment Fraud Awareness

Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.

Grade: F/EB10

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

This is a hybrid remote/in-office role.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here