Customer Success Manager

Appspace; United Kingdom; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company in the UK is seeking a Commercial Customer Success Manager to enhance customer experience and satisfaction. The ideal candidate will have 3-5 years in account management or sales, particularly in the SaaS industry. You will drive renewals, support customers effectively, and collaborate with teams to foster customer loyalty. This role offers flexible working and great perks, perfect for a motivated individual.

Benefits

Competitive salary

Employer paid medical, dental, and vision coverage

Flexible work schedules

Remote work opportunities

Gym allowance

Training allowance

Training days off

Qualifications

• 3-5 years of experience in business development, account management, or sales.
• Experience in the computer software industry (SaaS) preferred.
• Self-motivated with innovative ideas for customer loyalty.

Responsibilities

• Own customer experience and satisfaction.
• Conduct check-in meetings with customers.
• Drive subscription renewal processes.
• Resolve customer questions and technical problems.
• Deliver training sessions for users.

Skills

Customer support and satisfaction

Excellent communication

Organizational skills

Multitasking

Salesforce familiarity

Technical aptitude

Education

Degree in Business, Computer Science or related

Job description

About Appspace

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

A Day in the Life of a Commercial Customer Success Manager

• Own the customer experience: adoption and value of Appspace, customer satisfaction and retention
• Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges, if applicable
• Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed
• Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities and leveraging select customers as sales reference and/or case studies
• Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics to continuously ensure maximum adoption and delight with Appspace platform
• Serve as the customer advocate, facilitating open discussions at all times
• Help resolve customer questions and/or find the answer working with internal teams strive to continuously learn and improve knowledge base
• Escalate support tickets as needed to ensure timely resolution of technical problems and until resolved, provide timely updates/communication back to the customer
• Deliver or arrange training sessions as needed for technical and non-technical users
• Communicate effectively and contribute to the broader CSM team best practices
• Product setup or configuration assistance

What You’ll Need

• Ideal candidates will have at least 3-5 years professional work experience (post undergraduate) in a business development/account management/sales capacity with a particular emphasis on customer support, satisfaction, retention, and sales.
• Computer software industry experience preferred (SaaS)
• Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
• Self-motivated, proactive with innovative ideas to inspire customer loyalty and adoption
• A collaborator who can quickly identify the correct internal resource and work closely with them to ensure customer’s needs are addressed quickly and completely.
• Familiarity with Salesforce
• Technically inclined and able to quickly pick up and train customers on software changes
• Degree in Business, Computer Science/Information Technology or related discipline is preferred.

The Perks of Working for Appspace

For all our team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage and mental health resources.

Additional perks include:

• Flexible work schedules
• Remote work opportunities
• A casual dress work environment
• Reduced working hours in August
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• Gym allowance
• Training allowance
• Training days off

Disclaimer

Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.

If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.