Customer Success Manager, UK

Triple Whale; London; Remote; GBP 40,000 - 65,000; Full time

Job summary

Triple Whale is looking for a Customer Success Manager to join our team in London. In this remote role, you will support our eCommerce clients, driving their success through consultation and strategy development. With a growing team, this position requires someone based in London with experience in the eCommerce SaaS space, ready to take on a critical client-facing role.

Benefits

Competitive salary

Benefits and equity

Generous PTO

Family focus with parental leave

Qualifications

• Previous experience in the eCommerce space is essential.
• Ability to thrive in a fast-paced startup environment.
• Superb written and verbal communication skills.

Responsibilities

• Own relationships with Enterprise clients and lead their program strategy.
• Advise clients on marketing strategy and feature functionality.
• Collaborate with Sales, Solutions Architects, and Support to deliver value.

Skills

Communication

Customer Service

Consultative Selling

Problem Solving

Analytical Skills

Education

Experience in eCommerce SaaS

Tools

CRM Software

Job description

Triple Whale is a leader in business intelligence for e-commerce. With more than 30,000 customers in dozens of countries, our software tracks more than $35 billion of online commerce annually. Our culture, built on innovation, creativity, and speed, fosters an environment where great ideas can flourish. Headquartered in Columbus, Ohio, with additional offices in Israel, we are expanding our team to pursue an ambitious vision. Join us and be part of something big!

Job Summary:

As a Customer Success Manager (CSM) at Triple Whale, you will be responsible for supporting our eCommerce stores and/or our agency clients who directly manage these relationships. You’ll be joining an expanding global team of talented CSMs who are passionate about guiding clients to success. This will be our first London-based CSM role as we continue to grow in the UK. While the position is remote, we require candidates to be based in London, with the possibility that the role may transition to hybrid or in-office as the team continues to expand.

Responsibilities

As a CSM at Triple Whale, you will take ownership of relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. In addition, you will:

• Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
• Revenue and renewal forecasting
• Understand customers’ goals, and implementing tailored success plans
• Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
• Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Lead and present at client meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Triple Whale Customer experience

Qualifications

• Previous experience servicing customersin the ecomm space is a MUST, highly preferred from a SaaS environment
• Ability to thrive in a dynamic, fast paced startup environment
• Superb written and verbal communication skills
• Quick learner
• Flexible, embraces change and new responsibilities
• Excellent computer skills and tech savvy
• Service-oriented, passionate about providing top notch service to our clients
• Detail-oriented, capable of handling multiple responsibilities at once
• Positive attitude, empathy, and high energy
• Loves working on a team

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Our Values

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage.
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together.
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.
• Greatest Team: A world-class team of the brightest and most talented out there! Work with fun, hardworking, kind, nice people who are passionate about what they do
• Compensation: Competitive salary, benefits, and equity
• Family Focus: Parental leave and flexibility for families
• Time Off: Generous PTO. We want you to relax when you need to relax!

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