Customer Success Manager

Klipboard; Leeds; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Join an innovative company that values customer success and offers a flexible hybrid work environment. As a Customer Success Manager, you will play a vital role in onboarding new clients and ensuring they derive maximum value from our software solutions. With a focus on proactive customer engagement, you will help set the foundation for long-term success. This dynamic role offers the chance to work in a rapidly growing company that prioritizes work-life balance and fosters a supportive culture. If you're passionate about helping customers thrive, this opportunity is for you!

Benefits

Flexible working hours

Competitive salary

Team activities

Coaching and support

Thorough product training

28 days of holidays

Pension contributions

Qualifications

• 2+ years of experience in customer success within a SaaS environment.
• Strong problem-solving and listening skills are essential.
• Demonstrable record of onboarding customers effectively.

Responsibilities

• Implement and enhance customer success processes.
• Guide customers through onboarding and product usage.
• Conduct periodic health-checks and maintain CRM records.

Skills

Customer Success Management

Problem Solving

Communication Skills

Onboarding Experience

Proactive Approach

Job description

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively

We genuinely care about the success of our customers, as it is directly associated with our success. It is an exciting time here at Klipboard, we are growing and the opportunity for an enthusiastic Customer Success Manager to join us has arisen. We want you to help us to build upon our proactive approach to customer service and to also set the foundations of future customer success at Klipboard.

You will be responsible for ensuring new Klipboard customers are onboarded effectively and with as little fuss as possible. Your focus and attention to detail will set them up for ongoing success with their subscription. The joy of problem solving and a laser focused approach to maintaining our high retention rate of customers is a must.

With our support we will ensure you become a product expert in all things Klipboard for our customers, setting you off on your own success. You will become a trusted advisor during the initial onboarding phase and provide the appropriate assistance to ensure a foundation for their future success using Klipboard.

Key Responsibilities

What You Will Be Doing

• Implement and build upon existing customer success processes, setting the foundations of future customer success at Klipboard.
• Guide and coach customers with proactive customer success processes
• Empathise with every aspect of the customer experience, putting customers' needs first
• Meet and exceed retention and overall customer satisfaction goals
• Become a trusted advisor with each assigned client to drive product adoption and ensure they are using Klipboard to achieve full business value.
• Manage onboarding process and online training sessions for assigned customers
• Conduct periodic customer health-checks.
• Prepare and educate customers on new features and releases.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Maintain the CRM with detailed knowledge of all assigned customers
• Maintain product expert knowledge on product features, advantages and benefits
  
  

Skills, Knowledge And Experience

Your Qualities, Skills & Experience

• 2 + years Customer success experience within a Software-as-a-Service (SaaS) business
• Proactive and a self-starter approach
• Strong problem-solving ability and great listening skills
• A firm understanding of customer success processes and objectives
• A demonstrable record of onboarding customers and providing software product training
• Excellent English verbal and written communication skills working in a professional environment.
  
  

How We Partner With You

• Flexible working - we're serious about life-work balance
• Competitive salary
• Team activities
• Coaching and constant support
• Thorough product and sales training to equip you with the tools to succeed
• The chance to be part of a rapidly scaling business
• That satisfying feeling knowing you’ve added real value!
• Minimum of 28 days of holidays a year
• Pension contributions
  
  

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.