Customer Success Manager (United Kingdom)

Medium; Remote; GBP 40,000 - 60,000; Full time

Job summary

A software solutions company in the United Kingdom is seeking a Customer Success Manager to manage relationships with EMEA customers. The ideal candidate will have at least 2 years of experience in a technical environment and proficiency in Salesforce and Gainsight. Responsibilities include enhancing product adoption and addressing customer needs through effective communication. This role offers a competitive salary between £40,000 and £60,000, alongside additional commission and benefits, in a supportive and growth-oriented company culture.

Benefits

Internet reimbursement

Pension scheme

Company cell phone plan reimbursement

33 holidays including bank and public holidays

Work-life balance and remote options

Qualifications

• 2+ years managing customer relationships in a technical software company.
• Proficiency in Salesforce or similar CRM tools.
• Experience with Gainsight or similar platforms.

Responsibilities

• Act as the main point of contact for customers in your portfolio.
• Monitor customer communication to enhance adoption and retention.
• Manage renewal processes with account managers.

Skills

Empathetic communication

Problem-solving

Customer relationship management

Tools

Salesforce

Gainsight

ChurnZero

Job description

About Recast:

Recast Software, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams and enable them to create highly secure and compliant environments. Our software does this by seamlessly integrating with existing IT infrastructure to quickly remediate issues, ensure compliance, enhance security, and maintain clear visibility across all devices. Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them.

About the Role:

We are looking for a Customer Success Manager to own the relationships of a wide variety of our direct EMEA customers. You’ll build relationships with customers in the region and create playbooks to drive the success of our rapidly growing direct EMEA customer base at scale. Serving as the conduit of information between Recast and our customers, you’ll be a pivotal part of our customers’ experience and Recast’s operations and go-to-market teams.

The ideal candidate is an empathetic communicator who takes on a customer’s success as their own. You build relationships easily and are comfortable working across departments to get the results you and your customers expect. You are a problem solver at heart with a technical mindset who's constantly looking for things you can improve (whether that be relationships, processes, or technology) and implementing the solution. You ruthlessly prioritize your time and orient yourself to what will drive the most value across customers and move the needle internally.

What You'll Do:

• Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact.
• Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large.
• Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth.
• Manage the renewal process and work closely with your Account Manager to identify opportunities for expansion
• Identify trends and opportunities across customers and build and deploy scalable playbooks to address their issues or provide them value.
• Build up a pool of customer advocates and drive customer references and case studies.
• Act responsively, with attention to detail, to customer requests.
• Proactively identify and solve for “at risk” customers.
• Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers.
• Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshalling resources across Recast as needed to ensure customer success.
• Work with Recast systems for the creation, management, and tracking of customer information.

What You've Done:

• 2+ years of relevant work experience managing customer relationships within a technical software company.
• Proficiency in Salesforce or similar CRM tool.
• Proficiency in Gainsight, ChurnZero, or similar Customer Success platforms.
• Passion for technology with a strong desire to serve a technically adept audience that uses our highly technical and complex tools.

What Stands Out:

• Excellent communication skills across mediums and audiences.
• Curiosity, empathy, and an eagerness to learn about Recast, our customers, and their environments.
• Strong problem solving and critical thinking skills with a can-do attitude.
• Highly accountable and self-motivated, comfortable owning projects from conception to follow-through.
• Experience as a SysAdmin, or equivalent technical role in systems management.

What We Value:

• We take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team.
• We get curious. Curiosity moves us forward. We ask questions, try new things, and learn from mistakes. Challenges are opportunities to explore creative solutions that benefit our customers and drive continuous improvement.
• We work together. We appreciate the power of diverse perspectives. Through open communication, we help one another and leverage our collective expertise for better outcomes. We build trust through teamwork.
• We embrace change. Change is inevitable; we meet it with agility and resilience. We navigate with courage and find possibility in uncertainty. We adapt for the future, shaping our path with purpose.
• We choose empathy. We aim to deeply understand the needs of our customers and one another - it's the foundation of our relationships. We assume positive intent and practice mutual respect. We prioritize a culture of belonging because success is a shared journey.

What We Offer:

• The salary range for this position is £40,000-£60,000. Additionally, cash compensation for this role includes £10,000-£15,000 in annual commission for meeting goals (paid in monthly installments). Salary may vary based on experience, skills, and geographical location.
• Internet reimbursement
• Pension scheme
• Company cell phone plan reimbursement
• Work-life balance and remote work options
• 33 holidays (including bank and public holidays)

Why we love working at Recast:

It takes great people across an entire company to build great tools. As a growing start-up, every employee has an opportunity to make a huge impact on our business, as well as ample opportunities to learn and grow. We are a people-first culture with passionate, talented, and supportive teammates. We are committed to making every employee feel respected and valued. We recognize to bring our best selves to Recast, it’s important for everyone to nurture their lives outside of work.

Recast provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state, local, and international laws.