Customer Success Manager

Harvey Thomas; London; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A leading early stage SaaS company seeks a Customer Success Manager in London, dedicated to driving client satisfaction and engagement within the ESG sector. The role involves managing a portfolio of clients, ensuring they derive ongoing value from the solutions provided, and collaborating across various teams to optimize customer experiences.

Qualifications

• 4+ years of Customer Success experience in the SaaS industry, especially within ESG.
• Proven track record managing global accounts and multiple projects.
• Fluency in English essential; additional languages a plus.

Responsibilities

• Proactively develop client relationships and ensure user satisfaction.
• Lead client onboarding and training processes for software solutions.
• Collaborate with Sales and Product teams to enhance client engagement.

Skills

Customer Success

Project Coordination

Clear Communication

Fluency in English

Sustainability Knowledge

Technical Understanding

Job description

Customer Success Manager

Sustainability / ESG Solution

London – 2 /3 days per week

£50k – £60k

The company are an early stage SaaS business that provides a supply chain solution, focusing on environmental protection and ESG.

They are looking for a Customer Success Manager that will own and nurture a portfolio of complex and global customers, ensuring they see continued value. You’ll serve as the main point of contact, building strong relationships, managing day-to-day needs, driving renewals and generating expansion opportunities. With a balance of technical understanding and clear communication, you’ll act as both a trusted partner to your clients and the internal voice of the customer.

Key Responsibilities:

• Customer Success: proactively develop strong relationships with client stakeholders (IT, Compliance, Sustainability Managers, C-level), conduct business reviews, deliver client success plans and use cases, drive user adoption and client satisfaction, maximise and demonstrate ongoing value from our solutions.
• Client onboarding: create and lead project plans managing all stages of the process to accelerate time-to-value (platform setup, data integration, user training and go live)
• Supplier onboarding: deliver training sessions and proactively engage with client suppliers to ensure consistent data collection, adoption and engagement from the clients’ supply chain.
• Professional Services: deliver ad hoc tailored services that extend value beyond the core SaaS deliverables and subscription.

• User Support: ensure timely response and resolution of user queries by directly answering platform questions and escalating technical issues to the Engineering team.
• Reporting: provide accurate and timely reporting for all accounts in your portfolio, keeping the CRM up-to-date, flagging key activities and escalating risk.
• Product collaboration: gather and translate user feedback and suggestions to inform potential improvements and help the Product team drive the solution roadmap.
• Sales collaboration: closely work with the Sales team to position the Customer Success programme during pre-Sales, ensure subscription renewal at all clients; and generate, escalate and help convert up-sell and cross-sell opportunities.
• Marketing collaboration: develop customer advocacy and participate in generating content to showcase client success (case studies, newsletter, blog posts…).
• Operations: as required, lead ad hoc internal projects to drive scalability and efficiency within the Customer Success function and/or across other functions (e.g. writing playbooks, deploying new tools, enhancing and documenting processes…).

Candidate requirements:

• 4+ years Customer Success experience in the SaaS industry, preferably in the ESG, sustainability and/or compliance space
• Proven track record of successfully coordinating multiple business critical projects at once and managing a portfolio of large global accounts with different entities
• Clear verbal and written communicator, English business fluency essential
• Fluency in other languages would be a great plus, particularly Mandarin, Portuguese, German and Dutch.