Customer Success Manager

Verint; United Kingdom; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading software company is seeking a Customer Success Manager to enhance customer satisfaction by onboarding new clients and maintaining strong relationships. The successful candidate will monitor customer health, drive adoption of products, and address issues promptly. This mid-senior level full-time role is crucial for customer retention and growth in the IT sector.

Qualifications

• Proven experience in a customer-facing role, such as customer success or account management.
• Proven track record in nurturing successful and lasting client relationships.
• Experience in dealing with all levels of customers within large public and/or private sector enterprises.

Responsibilities

• Guide new customers through the onboarding process.
• Maintain regular contact with customers to understand their needs.
• Monitor customer usage data to identify trends for increased adoption.
• Act as the primary point of contact for customer issues.
• Identify potential risks of customer churn and develop strategies.

Skills

Customer relationship management

Technical problem-solving

Revenue generation

Cross-functional collaboration

Customer service

Job description

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Role Purpose

The Customer Success Manager (CSM) in the Services department is dedicated to ensuring our customers achieve their desired outcomes through the effective use of our products and services. The CSM will act as a trusted advisor, guiding customers through their journey, from onboarding to achieving full value realisation. By building strong relationships, understanding customer needs, and proactively addressing challenges, the CSM will drive customer satisfaction, advocacy, retention, and growth. This role is pivotal in bridging the gap between our customers and internal teams, ensuring a seamless and positive customer experience.

Responsibilities:

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and successful transition to BAU.
• Customer Engagement: Maintain regular contact with customers to understand their needs, provide support, and drive product usage.
• Adoption and Usage: Monitor customer usage data to identify trends and opportunities for increased adoption of key features.
• Customer Advocacy: Foster strong relationships with customers to encourage testimonials, case studies, and referrals.
• Retention and Renewal: Proactively address customer concerns and work to reduce churn, ensuring high renewal rates.
• Customer Health Monitoring: Track customer health metrics and take action to address any issues that may impact customer satisfaction.
• Account Management: Maintain regular contact with customers to understand their needs and address any issues.
• Escalation Management Act as the primary point of contact for customer issues and escalations, ensuring they are resolved promptly and effectively.
• Risk Management: Identify potential risks of customer churn and develop strategies to mitigate them.
• Renewals and Upsells: Identify opportunities for contract renewals and upselling additional products or services.
• Proven experience in a customer-facing role, such as customer success, account management, or consulting.
• Proven track record in nurturing successful and lasting client relationships to not only retain but grow existing revenues.
• Commercial experience of generating revenue by identifying and qualifying existing business opportunities.
• Extensive customer service/management experience in a Professional Services type environment.
• Technical/Consulting team experience in software delivery environment.
• Evidence solving cross-functional technical problems.
• Experience in dealing with all levels of Customer Service and IT personal within large public and/or private sector enterprises

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Information Technology

• Industries

  IT System Custom Software Development

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