Customer Success Manager, Strategic

Menlo Ventures; United Kingdom; On-site; GBP 88,000 - 100,000; Full time

Job summary

Menlo Ventures is seeking a Customer Success Manager to strengthen relationships with strategic customers and drive renewals and upsells. This role involves collaboration with teams across the company to ensure client needs are prioritized. Join a dynamic environment where you can significantly impact clients' success and contribute to a growing company.

Benefits

Healthcare coverage for you and dependents

Flexible personal & sick days

Pension plan through SmartPension

Annual education budget

Wellness reimbursements

Virtual team-building activities

Qualifications

• 5+ years of experience in Customer Success, Account Management or similar role.
• Proven track record achieving commercial targets in a customer success environment.
• Ability to manage complex accounts effectively.

Responsibilities

• Drive renewals and upsells for strategic customer accounts.
• Act as a trusted advisor for clients to ensure satisfaction.
• Build strategies to manage client engagement and success.

Skills

Interpersonal skills

Communication

Organization

Time Management

Job description

The Role

In this role, you'll drive strategic renewals and upsells while working closely with our clients to understand and address their business needs. Your role will be highly cross-functional. You will work closely with our clients to understand and address their business needs while also interfacing with our sales, product, and engineering teams to make sure we place our clients’ concerns above everything else.

This position will report directly to the Director, Customer Success - EMEA. You will be joining a seasoned team of talented professionals and leaders who are here to help support you and your success! We hope you’re excited by the challenges a growing company offers, a lot of autonomy, and the prospect of shaping how we interact with our clients at Affinity.

What will I be doing?

• Own a book of Affinity's strategic customers, and drive renewals and upsells for these accounts.
• Serve as a Customer Advocate: build a strategy to manage the engagement and success of our clients.
• Act as a trusted advisor to our customers to drive broad product adoption and ensure they reach a high level of satisfaction with the product.
• Become a product expert: Develop best practices to share across clients, helping them best leverage Affinity's full functionality.
• Interface closely with sales, support, product, and engineering teams to share client feedback, resolve escalations, deliver outstanding client experiences, and directly impact the product roadmap.

Qualifications:

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Affinity, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t perfectly align with the qualifications above, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Required

• 5+ years of experience as a Customer Success Manager, Account Manager, or similar role.
• Proven track record of achieving commercial targets and goals in a customer success organization, preferably in an enterprise SaaS setting.
• Experience managing complex accounts, renewals, and upsells/cross-sells.
• You have excellent interpersonal skills with a history of building strong business relationships.
• You're an influential communicator with experience presenting to small and large audiences.
• You're proficient in organization, account prioritization, and time management.
• Proven experience executing the customer journey while maintaining excellent internal operational cadences.
• Ability to orchestrate cross-functional resources to ensure the success of your clients.
• You are excited by the startup environment; you want to contribute to fine-tuning the structure and process to scale the customer success team.

Bonus points for:

• Experience working at a SaaS company in the CRM, data services space or financial services clients.

What you'll enjoy at Affinity:

• We live our values: As owners, we take pride in everything we do. We embrace a growth mindset, engage in respectful candor, act as playmakers, and "taste the soup" by diving deep into experiences to create the best outcomes for our colleagues and clients.
• Health Benefits: We cover both you and your dependents' healthcare, dental, and optical insurance premiums and offer flexible personal & sick days to support your well-being.
• Retirement Planning: We offer a pension plan through SmartPension to help you plan for your future.
• Learning & Development: We provide an annual education budget and a comprehensive L&D program.
• Wellness Support: We reimburse monthly for things like home internet, meals, and wellness memberships/equipment to support your overall health and happiness.
• Team Connection: Virtual team-building activities and socials to keep our team connected, because building strong relationships is key to success.

A reasonable estimate of the current range is $88,100.00 - $100,00.00 GBP Base. In addition, this position is also eligible to receive Commission based on departmental KPIs. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.

About Affinity

With more than 3,000 customers worldwide and backed by some of Silicon Valley's best firms, Affinity has raised $120M to empower dealmakers to find, manage, and close more deals. How? Our Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers to deliver automated relationship insights that drive over 450,000 deals every month. We are are proud to have received Inc. and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. Join us on our mission to make it possible for anyone to cultivate and fully harness their network to succeed.

We use E-Verify

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.