Customer Success Manager (EMEA)

ApprovalMax Limited; City of Edinburgh; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

ApprovalMax Limited is seeking a motivated Customer Success Manager to join its passionate team. This full-time role involves enhancing customer satisfaction through onboarding, relationship management, and performance tracking of customer success metrics, equipped with flexible hours and hybrid work options.

Benefits

Flexible hours

Hybrid work

Health & Wellness program

Reimbursement of co-working space

Reimbursement of professional development courses

Qualifications

• 2+ years of experience in customer management or similar roles in SaaS.
• Strong track record of driving customer success and revenue growth.
• Excellent communication and interpersonal skills.

Responsibilities

• Guide customers through the onboarding process.
• Develop and maintain strong relationships with customers.
• Monitor and track customer performance metrics.

Skills

Customer management

Account management

Communication

Problem-solving

Organizational skills

Self-motivated

Job description

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Company Description

ApprovalMax is award-winning B2B software used by businesses around the world to approve bills and expenses. It streamlines the approval process for decision-makers by replacing paper and email approvals with automated workflows. ApprovalMax integrates with platforms such as Xero, QuickBooks Online, and Oracle NetSuite to unlock powerful efficiencies for approvers and finance teams. The company is globally recognized and has won' Xero App Partner of the Year' four times since 2020 in different countries.

Job Description

ApprovalMax is on the lookout for a motivated Customer Success Manager to join its dedicated, passionate team.

Responsibilities include:

• Customer Onboarding and Enablement: Guide customers through the onboarding process, ensuring they have the necessary resources, knowledge, and support to succeed. Provide training and enablement materials to help customer effectively utilize our products and services.
• Relationship Management: Develop and maintain strong relationships with customers, acting as their primary point of contact. Proactively engage customers to understand their needs and identify opportunities for growth and collaboration.
• Performance Tracking and Analysis: Monitor and track customer performance metrics, including Monthly Recurring Revenue (MRR), customer satisfaction, and other key performance indicators (KPIs). Provide insights and recommendations to improve customer performance and identify areas for growth.
• Issue Resolution: Address customer inquiries, concerns, and escalations in a timely and effective manner. Collaborate with internal teams to resolve issues and ensure customers receive top-notch support.
• Customer Development: Work closely withcustomers to identify business opportunities and co-create strategies for expansion. Support customers in developing go-to-market plans, marketing initiatives, and joint sales efforts.
• Collaboration and Alignment: Foster collaboration and alignment with internal cross-functional teams, including sales, marketing, product, and support, to ensure a seamless customer experience.
• Upsell and Cross-sell: Collaborate with customers to identify upsell and cross-sell opportunities, maximizing customer value and revenue potential.
• Reporting and Documentation: Maintain accurate customers data, activities, and interactions in the company's CRM system. Provide regular reports and updates on customer performance to the leadership team.

Qualifications

Desired Skills and Experience:

• 2+ years of experience in customer management, account management, or similar roles in SaaS
• Strong track record of driving customer success, retention, and revenue growth
• Excellent communication and interpersonal skills, with the ability to build and maintain lasting relationships
• Demonstrated problem-solving abilities and a customer-focused mindset
• Exceptional organizational skills and the ability to manage multiple projects simultaneously
• Self-motivated and proactive, with a passion for exceeding expectations

This role is:

• Full-time and permanent.

Additional Information

What We Offer:

• Flexible hours
• Hybrid work
• Health & Wellness program - a bonus payment, which will cover 50% up to a total of 500 Euro annually of the amount spent on the following activities: medical services (except regular health insurance), fitness, sports activities (excluding sports equipment)
• Reimbursement of co-working space
• Reimbursement of professional development courses.