Customer Success Manager

The Career Agent; Loughton; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A SaaS company specializing in employee engagement is seeking a Customer Success Manager to oversee client relationships and ensure the success of their programs. This role requires experience with B2B accounts, preferably in the £5m+ range, and involves providing excellent onboarding and support. The successful candidate will be proactive, organized, and skilled in project management, thriving in a dynamic environment.

Benefits

Competitive Salary

Excellent pension

Reward schemes

Qualifications

• Experience managing £5m+ Enterprise accounts in a B2B context.
• Familiarity with SaaS platforms is preferable.
• Ability to build long-lasting relationships with key contacts.

Responsibilities

• Act as the key point of contact for clients, ensuring account growth.
• Provide onboarding and ongoing training to clients.
• Manage projects and prioritize tasks effectively.

Skills

Account management

B2B relationship management

Project management

Communication

Proactive approach

Job description

The Details

Contract: Permanent

Working: 3 days in the office (Mon, Tue, Wed), 2 working from home

Benefits: Competitive Salary, excellent pension and reward schemes

The Opportunity

• The company's SaaS products are bang on trend; employee recognition and rewards, helping their clients to build excellent workplace cultures, which improves retention
• Impressive company growth; they have a 98 retention rate with clients
• Their own staff retention is excellent, due to the quality of their culture
• Top quality Managing Director in Europe, he is great to work with
• The Head of Customer Success has a long tenure at the business, because; "no two days are the same, I love the culture here and I have always been given opportunities to progress"
• Two days working from home (Thursday, Friday)

Company Overview

Rewards and employee recognition SaaS business, helping medium-large organisations to enhance their culture, retention and improve leadership capabilities. Their products are supported by an internal research institute, who analyse workplace culture and the psychology of motivation.

Join a Client Success team of 19 people.

The Role

• Customer first mindset; key point of contact for clients, ensuring retention and growth of client accounts through world class account management
• Provide technical and product support; working with internal stakeholders on growth opportunities
• Customer Onboarding and Training - ensuring clients have a great onboarding experience and provide continuous training to get the most value out of their program solution
• Strategic Thinking - proactive with your ideas to offer solutions to clients, ensure they always have the most appropriate products and services to deliver success
• Working with the sales team on opportunities for existing account growth
• Manage projects and prioritise workloads
• Build an extensive understanding of the tools available to advise clients on solutions that achieve their goals and meet their tech needs

The Person

• Confident Account Manager, working with C-suite business partners across the globe
• Experience in B2B client relationship management of ideally £5m+ Enterprise accounts
• Experience working with a Pharmaceutical business is desired but not essential
• Experience of SaaS account support is preferable
• Builds long-lasting relationships with key contacts
• Proactive approach to work, thrive on change and excited about continuous learning
• Organised, creative and excellent project management skills