Customer Success Manager SaaS Milton Keynes

CybeRim; Milton Keynes; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading software house in Milton Keynes seeks a Customer Success Manager to enhance customer service strategies. The role involves evaluating processes, managing customer success teams, and ensuring effective engagement. Ideal candidates will have experience in B2B or B2C environments and possess strong communication skills.

Qualifications

• Experience in B2B or B2C customer success teams.
• Strong understanding of customer service principles.
• Excellent verbal and written communication skills.

Responsibilities

• Evaluate the problem resolution process for customer service.
• Assess current customer support for access to information and training.
• Establish effective customer engagement processes.

Skills

Customer service principles

Communication

Team management

Customer engagement

Problem resolution

Tools

Power BI

SQL

Job description

Customer Success Manager SaaS B2B B2C required by leading software house in Milton Keynes to assist with the strategy and vision for customer service and success. Responsibilities include:

1. Evaluating the problem resolution process for the product, including how teams handle requests and provide responses to customers, and ensuring appropriate processes (e.g., escalation, risk management) are in place.
2. Assessing how the company currently supports customer requests for access to information (docs, videos), training, and general help, and ensuring effective customer engagement processes are established.
3. Any exposure to Power BI and SQL is advantageous.

Essential Skills

• Experience building and managing customer success teams in B2B or B2C organizations;
• Strong understanding of customer service principles;
• Experience in developing learning and development communities for customer engagement;
• Excellent verbal and written communication skills.

Position involves 1 day per week in Milton Keynes, with a salary up to £50k plus package.