Customer Success Manager

BEC Legal Systems; United Kingdom; Remote; GBP 35,000 - 55,000; Full time

Job summary

An innovative firm is looking for a Customer Success Manager to enhance customer retention and loyalty. This remote role involves analyzing customer data, developing effective strategies, and collaborating with teams to drive customer success. You'll be instrumental in building long-term partnerships and addressing customer needs, ensuring a positive experience. If you have a strategic mindset, excellent communication skills, and a passion for customer success, this position offers a fantastic opportunity to make a significant impact in a dynamic environment.

Qualifications

• Proven experience in Customer Success Management and team leadership.
• Strong analytical mindset with ability to adapt strategies.

Responsibilities

• Conduct account reviews and suggest operational improvements.
• Meet KPIs related to retention and upselling.

Skills

Customer Success Management

Negotiation Skills

Analytical Skills

Salesforce

Customer Relationship Building

Tools

Salesforce

Job description

Join to apply for the Customer Success Manager role at BEC Legal Systems

Job Description:

Customer Success Manager - CRB Cunninghams UK

THE COMPANY:

CRB Cunninghams is a UK provider offering cashless catering, pre-order app, identity management, online payment, and nutritional analysis solutions supported by a national service and support team. Our solutions are used in over 3,000 schools across the UK to facilitate efficient meal and nutritional programs, providing a cashless payment system that reduces cash handling and related issues.

Our mission is to help UK schools become cashless, reducing debt, food waste, and ensuring anonymity for free school meals among other benefits.

POSITION:

We are seeking a Customer Success Manager with proven experience to shape our team and processes. Reporting to the Contracts Manager, you will be a key member of the Contracts and Account Management Team, focused on promoting customer retention and loyalty through developing and embedding effective tools and processes. This role is remote, with offices in Birmingham and Edinburgh.

JOB RESPONSIBILITIES:

1. Conduct account reviews analyzing customer data and suggesting operational improvements.
2. Meet/exceed KPIs related to retention and upselling.
3. Identify at-risk customers and develop action plans to mitigate attrition.
4. Establish clear retention, loyalty, and attrition goals and process milestones.
5. Increase product utilization across our customer base.
6. Own our NPS, transforming data into actionable insights for benchmarking and improvement.
7. Build long-term partnerships, working with the Commercial Team to identify further sales opportunities.
8. Address and resolve customer complaints.
9. Collaborate with Marketing to showcase customer success stories and best practices.
10. Promote Customer Success values across the business.

PERSONAL CHARACTERISTICS:

1. Excellent communicator with negotiation and influencing skills.
2. Challenger selling style.
3. Analytical mindset with ability to adapt strategies based on business goals.
4. Strategic customer success experience.
5. Ability to build effective relationships with clients and colleagues.
6. Results-driven, self-motivated, with a positive attitude.
7. Highly organized with a strong work ethic.
8. Experience managing a Customer Success Team within a software environment is desirable.
9. Proven experience in reducing attrition.
10. Knowledge of Salesforce is an advantage.
11. Experience in driving cultural change is a plus.

ADDITIONAL DETAILS:

• Business Unit: CRB Cunninghams
• Hours: 37.5 per week
• Openings: 1
• Type: Regular, Full-time
• Location: Remote (UK-based)