Customer Success Manager

Kaisa Technologies AB; Greater London; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance customer relationships and drive revenue growth. In this role, you will maximize customer retention by delivering tailored success programs and ensuring product adoption. You will work closely with various teams to optimize customer goals and provide valuable insights to enhance their experience. Join a dynamic team that values innovation and collaboration while supporting your professional growth and work-life balance.

Benefits

Health and family insurance

Retirement contributions

Wellness opportunities

Flexible work options

Access to Kaisa Academy

Regular team events

Support for work-life balance

Qualifications

• 3+ years experience in Enterprise SaaS Customer Success.
• Proven track record in customer relationship management.

Responsibilities

• Maximising revenue retention and growth for existing customers.
• Delivering the Customer Success Programme to key stakeholders.
• Building strong customer relationships and account plans.

Skills

Customer Relationship Management

Analytical Skills

Communication

Problem Solving

Emotional Intelligence

Multitasking

Job description

Join our global team in designing and automating personalised customer experiences at scale. At Kaisa, we understand that our greatest asset is our talented and diverse team. We believe in creating an environment that fosters personal growth, professional development, and overall well-being. Regardless of where you are in the world, our commitment to your success and happiness remains unwavering.

Job Overview

The Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of Kaisa customers by increasing adoption of the Kaisa product suite via the delivery of the Customer Success Programme.

Responsibilities and Duties

• Revenue retention and growth for a portfolio of existing Kaisa customers.
• Delivering the Kaisa Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Kaisa product suite.
• Maximising the value and business impact of Kaisa by establishing customer goals and KPIs and working with them to optimise these.
• Building and developing strong customer relationships and increasing understanding of the Kaisa value proposition across multiple business units and markets.
• Building, maintaining, and executing customer account and growth plans to maximise upsell and cross-sell opportunities.
• Actively identifying customer health risks and executing risk mitigation plans to minimise revenue churn.
• Becoming a Kaisa product expert, delivering ongoing product training to a wide range of customer stakeholders.
• Acting as the internal Voice of the Customer and providing feedback to Product teams, becoming an expert on product usage and vision.
• Collaborating with Senior Customer Success Managers, Business Operations, Pre-Sales Consultants, Support, and Marketing teams.

Skills Requirements

Must Have

• 3+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management.
• Commercially savvy and experienced in working strategically to achieve customer retention and revenue growth.
• Experience working with large businesses and complex organizations.
• Demonstrates emotional intelligence and the ability to influence decision-makers.
• Proficient in multitasking and adjusting priorities quickly.
• Strong analytical, problem-solving, and situational awareness skills.
• Excellent written and verbal communication skills, including presentation skills. C-level experience is highly valued.
• Fluent in English; additional languages are a plus.
• Team player with a willingness to collaborate.
• Experience delivering product training and demonstrations.

Highly Valued

• Good time and project management skills.
• Experience with Customer Experience (CX) SaaS platforms.
• Understanding of API integrations and customer ecosystems.
• Knowledge of the Automotive, Real Estate, or marketplace/classifieds industries.

Company Culture and Benefits

What makes Kaisa stand out? Our values, which guide us every day:

• Innovate with Agility: We move fast, think creatively, and adapt seamlessly.
• Win Together: Success is a team effort, and we celebrate it as one.
• Own It: Accountability drives progress, and we take pride in our work.
• Champion Sustainability and Diversity: We foster inclusivity and make responsible choices.
• Spread the Vibe: A positive atmosphere fuels great ideas and connections.

Benefits include:

• Opportunity to work with a talented and passionate team in a fast-growing company.
• Be part of a company that values innovation, collaboration, and customer success.
• Country-specific health and family insurance, retirement contributions, wellness opportunities, and more.
• Access to learning through the Kaisa Academy.
• Participation in sustainability initiatives.
• Flexible and remote work options.
• Regular team events across countries.
• Support for work-life balance and a solid team environment.