Digital-First Customer Success Manager – Onboarding & Retention

Law Business Research; England; À distance; GBP 42 000 - 66 000; Plein temps

Avantages offerts par ce poste

Work from anywhere (2 weeks)

Mentoring scheme

Volunteering Day

Résumé du poste

Centellic seeks a Customer Success Manager to oversee Lexology PRO and SPG accounts, ensuring value realization, retention and satisfaction across the customer lifecycle. You will cultivate trusted relationships, deliver proactive success plans and monitor health metrics using ChurnZero and other tools.

You will collaborate with Sales, Product, Marketing, Support and Retention to drive adoption, mitigate risks and identify expansion opportunities, contributing to scalable engagement programmes

Qualifications

• Experience in a customer-facing B2B role or customer success is advantageous.
• Strong communication and relationship-building skills.
• Experience delivering digital-first customer engagement campaigns.

Responsabilités

• Manage onboarding, success plans and engagement across an allocated portfolio.
• Build relationships with users, decision-makers and commercial stakeholders.
• Monitor usage, engagement and customer health, acting early to mitigate risk.
• Deliver customer reviews, training and tailored initiatives that increase adoption and value.
• Deliver digital-first and one-to-many engagement programmes with personal outreach.
• Collaborate across teams to share customer insight and highlight growth opportunities.
• Maintain accurate account records and contribute to team knowledge sharing.

Connaissances

Customer-facing

Relationship-building

Communication skills

Organisational skills

Data-driven decision making

Proactive customer success

CS platforms experience

Outils

ChurnZero

Gainsight

Planhat

Description du poste

Centellic seeks a Customer Success Manager to oversee Lexology PRO and SPG accounts, ensuring value realization, retention and satisfaction across the customer lifecycle. You will cultivate trusted relationships, deliver proactive success plans and monitor health metrics using ChurnZero and other tools.

You will collaborate with Sales, Product, Marketing, Support and Retention to drive adoption, mitigate risks and identify expansion opportunities, contributing to scalable engagement programmes