Customer Success Manager - UK

LinearB; London; On-site; GBP 125,000 - 150,000; Full time

Job description

Customer Success Manager

We are looking for a proven customer success manager who will provide ongoing support to our clients and guide them in rolling out their SEI initiatives and achieving measurable business value. The ideal candidate should be able to build strong relationships with our valued customers, implement and drive complex metrics and results-oriented programs, and be capable of collaborating with our customers on specifying and measuring the value of our platform on their business in order to retain and grow long-lasting partnerships with them.

The customer success manager's responsibilities include supporting our customers as they transition from sales prospects to adopting and striving with the insights gained from our SEI platform. Ultimately you will work closely with our customers to recommend tactics, align on mutual success plans and value targets, and guide them on their journey to improve their business operations through insights gleaned from our offering. The ideal candidate will be able to work collaboratively across departments to evangelize for their portfolio and will support sales and renewals management functions in forecasting and achieving long-standing and growing relationships with their customers.

Qualifications

1. Experience: 3-5 years in a customer-facing, technical role for a B2B SaaS product, ideally with experience managing relationships with technical buyers.
2. Technical Aptitude: Strong technical understanding of the Dev-Ops space, able to engage with customers on a technical level and translate complex concepts into actionable advice.
3. Customer-focused: Proven track record of building and managing customer relationships, including working with senior level executives to ensure client success and satisfaction.
4. Communication Skills: Excellent written and verbal communication skills, with the ability to clearly convey complex technical concepts to both technical and non-technical stakeholders.
5. Business Acumen: Strong ability to balance customer needs with business objectives, using data to make informed decisions that drive customer satisfaction and success.
6. Adaptability: Comfortable working in a fast-paced, rapidly-scaling startup environment, with the ability to wear multiple hats and adapt to evolving needs.
7. Cross-functional Collaboration: Ability to work seamlessly with Sales, Product, Technology, and Marketing teams to align on customer needs and deliver comprehensive solutions.
8. Education: BS/MS or equivalent experience in a technical or business-related field.

If you're passionate about customer success, enjoy working with technical products, and thrive in a dynamic environment, we’d love to talk with you!

What You'll Do

1. Client Onboarding & Rollouts: Lead successful client rollouts and ensure high product adoption rates by guiding customers through the onboarding and implementation process. Serve as the main point of contact from Sales handoff to post-launch success.
2. Portfolio Management: Manage a portfolio of clients with multiple simultaneous rollouts, ensuring each client receives the attention and support needed to maximize product value.
3. Customer Touchpoints: Schedule and conduct regular check-ins with customers to maintain a strong pulse on their needs, ensuring they are satisfied and proactively addressing any issues.
4. Cross-functional Collaboration: Work closely with the Customer Solutions Architect and Support team to quickly triage and resolve customer support issues, escalating blockers when necessary to prevent customer churn.
5. Feedback Loop: Gather customer feedback and product requirements to collaborate with Product and Technology teams, helping shape the product development roadmap.
6. Best Practices & Strategy: Advise customers on industry best practices, ensuring that their technical setup and ongoing use of the product is optimized for success.
7. Customer Advocacy: Partner with Marketing to create customer case studies, testimonials, and other advocacy content to highlight product value and strengthen customer relationships.
8. Data-Driven Success: Use customer data and metrics to guide proactive customer success initiatives, identifying opportunities for expansion and ensuring customers derive continuous value from the product.