Customer Success Relationship Manager

2M Employment Solutions; Wilmslow; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Health and Safety and HR services is seeking a Customer Success Relationship Manager in Wilmslow. This role focuses on enhancing the client journey, ensuring exceptional onboarding experiences, and building sustainable relationships. The ideal candidate possesses strong communication skills and a solution-oriented mindset, driving engagement and client retention.

Qualifications

• Experience in Customer Success, Account Management, or Customer Service.
• Curious and determined to find the best solutions for clients.

Responsibilities

• Ensure clients are welcomed and have an exceptional onboarding experience.
• Help clients maximize their use of products and services by understanding their needs.
• Build and maintain strong, long-lasting client relationships.

Skills

Communication

Presentation Skills

Influencing Skills

Solution-oriented

Job description

Customer Success Relationship Manager
Salary: £25,000 + bonus
Location: Hybrid - Wilmslow, Full Time

We are Citation, one of the UK's largest providers of Health and Safety, HR, Employment Law, and ISO services to businesses. As part of the Citation Group with over 60,000 clients, we have acquired 13 businesses over the past four years, expanding our range of products and services. Our focus is on growth, and we are seeking to expand our Customer Success team with the best talent.

Our Customer Success Relationship Managers aim to positively influence the client journey and experience with Citation services. They support client retention, identify uplift opportunities, and maximize customer engagement through all interactions. Successful candidates will receive full team support to excel in their role.

Responsibilities:

• Ensure clients are welcomed and have an exceptional onboarding experience.
• Help clients maximize their use of products and services by understanding their needs.
• Deliver solutions timely and according to client objectives.
• Identify potential issues early and collaborate to prevent them.
• Act as the main contact for client queries, account administration, and dissatisfaction resolution.
• Identify growth opportunities within the client base and collaborate internally to achieve retention and growth.
• Build and maintain strong, long-lasting client relationships.
• Develop trusted advisor relationships with key stakeholders.
• Conduct regular care calls at relevant touchpoints.
• Assist with high-severity requests and escalations as needed.

Ideal Candidate:

• Experience in Customer Success, Account Management, or Customer Service.
• Excellent communication, presentation, and influencing skills at all organizational levels.
• Solution-oriented, positive, and able to turn situations around.
• Curious and determined to find the best solutions for clients.