Customer Success Manager

Mondra; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A high-growth tech start-up in the UK is seeking a Customer Success Manager to build and nurture long-term relationships with customers. The role focuses on post-sale activities including onboarding, account management, and ensuring customer satisfaction. Responsibilities include managing contract renewals, driving revenue through upselling, and collaborating closely with sales and internal teams. Candidates should have experience in account management, a strong understanding of sustainability, and knowledge of SaaS technologies. This position offers an engaging work environment.

Qualifications

• 4 years of account management or relevant commercial experience.
• Proven experience in fast-paced technology companies.
• Fluency in additional European languages is beneficial.

Responsibilities

• Lead client onboarding processes ensuring data integration.
• Manage accounts to increase revenue through upsell opportunities.
• Regularly assess customer account health and satisfaction.

Skills

Project management

Stakeholder engagement

Knowledge of sustainability

Account management

Selling complex technical solutions

C1 English language skills

Tools

Microsoft Office

Hubspot CRM

Job description

Customer Success Manager

Mondra is a high-growth tech start-up delivering a food system environmental insights platform to accelerate the planet’s progress to NetZero carbon emissions.

The Customer Success Manager (CSM) will play a pivotal role in building and nurturing long-term relationships with customers. The CSM is responsible for ensuring customers achieve their desired outcomes by utilizing our solutions driving account growth retention and engagement. This role focuses on post-sale activities such as onboarding training adoption and fostering strategic partnerships with customers.

Responsibilities

• Customer Portfolio Management: Lead client onboarding processes ensuring data integration training and adoption of Mondras platform to deliver time-to-value.
• Own a portfolio of key accounts driving customer satisfaction and product adoption.
• Develop long-term partnerships with clients to help them achieve their business objectives.

Revenue Uplift

• Proactively manage accounts to increase revenue by identifying upsell or cross-sell opportunities within the existing customer base.
• Work towards quarterly revenue growth targets reviewed regularly with management.

New Opportunities

• Identify and present new business opportunities that can be accepted by the sales team.
• Collaborate closely with the sales team to ensure smooth handoffs and support on new initiatives. Quarterly objectives will be reviewed and adjusted in alignment with management.

Churn Reduction

• Manage contract renewals as a proactive process ensuring alignment on value delivered and supporting negotiation of uplifts or scope changes.
• Monitor customer accounts to mitigate the risk of churn.
• Focus on maintaining a low churn rate with regular reviews of retention strategies in collaboration with management.

Customer Health

• Regularly assess and monitor the health of customer accounts using internal metrics.Ensure customers are satisfied engaged and achieving their goals with our solution with customer health scores reviewed quarterly.

Strategic Outputs

• Partner closely with internal science data and product teams to deliver client outcomes and shape product development.
• Drive strategic initiatives such as co-authoring case studies white papers and joint events to demonstrate customer success stories.
• Work with the product and customer success teams to align on quarterly strategic output goals reviewed with management.

Skills

• Strong project management stakeholder engagement and knowledge of sustainability ESG and food supply chains preferred.
• 4 years of account management account execution or other relevant commercial experience in target-driven roles.
• Proven experience working in fast-paced start-up or scale-up technology companies.
• Track record of selling complex technical solutions into large enterprise organisations

Personal attributes and qualities

• Understanding of SaaS and Data Driven technologies.
• Desire to learn and be adaptable to change.
• Proactive approach.
• Solutions-oriented self-performer able to work without day-to-day supervision.
• C1 English language skills; fluency in additional European languages is beneficial.

Technical skills

• Microsoft Office with advanced knowledge of Excel PowerPoint and Word.
• Hubspot CRM experience preferrable.

Key Skills

• Bidding
• Business Solutions
• ABAP
• Business Operations
• Business Sales
• Corporate Marketing

Employment Type: Employee

Experience: years

Vacancy: 1