Customer Success Manager

Experian Group; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid working 40% office based

Pension and healthcare benefits

Sharesave scheme and more

Job summary

Experian is seeking a Senior Customer Success Manager for the UK EDQ Customer Success team, focused on retaining relationships and driving revenue. You will manage existing clients, forecast renewals, and identify cross-sell opportunities while collaborating with the EDQ department to ensure satisfaction and growth.

Reporting to the CSM Team Manager, you will engage executives and end-users, articulate product value, and use Salesforce CRM to drive daily activities and risk management.

Qualifications

• Experience in Account Management, Customer Success or Retention within a B2B setting, with revenue and growth targets.
• Proven ability to manage senior stakeholder relationships and drive renewal outcomes.
• Strong negotiation and cross-sell/upsell capabilities to maximise account value.

Responsibilities

• Deliver and exceed retention targets.
• Forecast quarterly pipeline and accuracy.
• Build relationships with executives and decision-makers via multiple channels.
• Develop client-specific account plans addressing goals and challenges.
• Articulate product value of Experian Data Quality solutions.
• Identify cross-sell/upsell opportunities within portfolio.
• Collaborate with EDQ colleagues to drive satisfaction and revenue growth.
• Use Salesforce CRM to manage daily activity and client engagement.
• Identify and manage renewal risks to protect retention targets.
• Lead resolution of any client issues and contribute to NPS feedback.

Skills

Account management

Customer success

Stakeholder management

Negotiation

Renewals

Sales collaboration

Salesforce CRM

Tools

Salesforce CRM

Job description

Role Overview

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.

Experience and Skills

• 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.

About Experian

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.

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.

Experian is also proud to be an Equal Opportunity and Affiantory Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Grade: F/EB10

This is a hybrid remote/in-office role.

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