Customer Success Manager - Retail / SaaS

OneStock; United Kingdom; Remote; GBP 30,000 - 60,000; Full time

Job description

Customer Success Manager - Retail / SaaS

As a Customer Success Manager at OneStock, you ensure our customers' satisfaction and success in using our software. We expect you to:

• Support: OneStock customers in the use and adoption of the software.
• Build loyalty by providing our customers with support and a high level of satisfaction.
• Upsell/Cross-sell: identify new customer needs and offer complementary solutions.
• Be the voice of the customer by listening to their needs and expectations and relaying them to other teams.

To achieve these objectives, your missions would be to:

• Plan, prepare and conduct regular meetings with clients.
• Make demos of existing modules and extensions or new software features.
• Travel and meet our customers.
• Write SOWs and estimates for upsells/cross-sales.
• Stay informed about current customer requests and monitor their progress.
• Update current customer data in CRM.
• Identify development opportunities: new contacts, subcontractors, additional modules, new countries, extensions, etc.
• Participate in the continuous improvement of the CSM team's tools, methods and processes.
• Be proactive in contract renewals.
• Collect and transmit regular feedback from our customers to enable our internal teams to continually improve.
• Share our clients' success stories with the marketing team and encourage our clients to participate in different actions (case studies, testimonials, etc.).

Profile

What we are looking for:

You are passionate about customer support and satisfaction, and you want to help transform the retail sector.

You Also

• Have significant experience as a CSM in BtoB, in a tech/SaaS environment.
• Work effectively with diverse teams and people.
• Have great communication and organisational skills.
• Speak English very well.

And As a Bonus

• You have experience in retail.

What We Offer

• A competitive package: fixed salary, bonuses based on individual and team objectives.
• Benefits and flexibility: meal vouchers, health insurance, a generous remote work policy, flexible paid time off, additional days off (RTT), bike mileage allowances.
• Ergonomic equipment: PC, dual screens, mouse, headset, everything you need to work comfortably.
• Professional development: an HR team dedicated to ensuring the growth and well-being of OneStockers.
• An inclusive company culture that values diversity and encourages every talent to thrive.

Recruitment Process

At OneStock, we value your time and commitment. Our process is simple:

• HR interview to assess your alignment with our values and your motivation.
• Interview with your future manager to evaluate your technical skills and fit for the role.
• Technical test to analyze your expertise and ability to solve complex problems.
• Final interview to assess your potential to grow and succeed within the team and the company.

We’re waiting for you! Apply now and become a key player in transforming retail.

Seniority level

Associate

Employment type

Full-time

Job function

General Business, Information Technology, and Business Development

Industries

Software Development