Customer Success Manager

Application Deadline: 30 April 2025

Department: Operations

Location: Remote - UK

Compensation: £27,000 / year

Description

As a Customer Success Manager, you’ll play a crucial role in ensuring our customers succeed with our solutions. From onboarding to ongoing support, you’ll be their go-to contact, helping them unlock the full potential of our products. The role is 100% remote (UK-based only).

Key Responsibilities

1. Customer Onboarding: Conduct product demos online to assist with onboarding new customers.
2. Relationship Building: Develop trusted relationships with customers, understanding their goals and challenges by arranging regular account reviews.
3. Support & Training: Provide proactive support via live chat, emails, voice/video calls and communicate via our ticketing system, offer product training including new features, and share best practices with new and existing users of the system.
4. Feedback Champion: Act as the voice of the customer, review and support relevant feature requests.
5. Retention & Growth: Monitor customer health metrics and identify opportunities for expansion or renewal, consistently ensuring customers have a clear understanding of upgrade opportunities.

Skills, Knowledge and Expertise

1. Experience: A minimum of 1 year of experience in Customer Support or Account Management. Previous experience in technology/software would be an advantage but not essential.
2. Communication skills: The ability to build strong, trusting relationships with customers.
3. Problem solver: A proactive and solution-oriented mindset.
4. Customer Focused Attitude: Passion for Customer Support & great work attitude.
5. Self-motivated: Organised and comfortable working from home office.

Benefits

1. Supportive: Be part of a team that values you as well as your growth and learning.
2. Opportunities: Professional development and career progression.
3. Culture: Vibrant and inclusive.
4. Rewards: Annual salary reviews/Bonus, 24 days holiday + public holidays, Pension.