Innovation and Growth Manager (Customer Success)

Wazoku Ltd; London; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

An exciting opportunity awaits for a dynamic Innovation and Growth Manager to join a forward-thinking company. In this pivotal role, you will engage with enterprise customers, driving innovation and ensuring they leverage the full potential of the company's products and services. You will collaborate with Account Directors to implement growth strategies and mitigate risks, all while fostering strong relationships. If you are passionate about customer success and thrive in a consultative environment, this role offers the perfect blend of challenge and opportunity. Join a team that values creativity, innovation, and a balanced work-life culture.

Benefits

25 days annual leave plus bank holidays

Health, Dental, and Vision Insurance

Excellent Parental leave policies

Hybrid working

December one week shutdown

Salary Sacrifice Pension scheme

Complimentary Mental health service

Social Events

Health and Wellbeing allowance

10 days paid sick leave

Qualifications

• Proven experience in customer-facing roles with strong relationship management.
• Excellent communication and presentation skills are essential.

Responsibilities

• Design solutions and manage onboarding processes for new customers.
• Support customers in maximizing value and driving adoption of solutions.

Skills

Customer Relationship Management

Project Management

Communication Skills

Analytical Skills

Strategic Thinking

Sales Skills

Education

Degree in Innovation or related field

Experience in SaaS or consultancy

Job description

About You

You are dynamic, curious and passionate about innovation. Tech-savvy with strong project management and commercial skills, you thrive in high-pressure environments. A thoughtful professional, you build strong relationships with ease. If this sounds like you and you meet some or most of the requirements outlined below, we would love to hear from you.

This is an exciting opportunity for someone with a passion for innovation and a deep understanding of customer needs, who thrives in a consultative, solution-driven environment.

About the Role

We are seeking an Innovation and Growth Manager (Customer Success) to join our dynamic team. This is a unique opportunity to become a key player within our clients' organisations, driving innovation from within. You will look after our Enterprise Customers as a trusted advisor, helping them fully understand and leverage our products and services, while working closely with Account Directors and the Director of Customer Success to implement growth strategies and mitigate risks. The role combines presales activities, customer onboarding, customer success management and the identification of new growth opportunities.

Responsibilities

Presales:

1. Design solutions and collaborate on Request for Proposals (RFPs).
2. Set up complex demos and presentations to showcase the value of our products and services to prospects.
3. Work with customers to understand their needs and propose tailored solutions.

Onboarding:

1. Project manage the onboarding process for new customers, ensuring they understand our solutions and how to integrate them into their operations.
2. Oversee platform implementation and deployment, ensuring seamless integration and adoption.
3. Provide training and support to ensure customers can utilize the full potential of the product.

Customer Success:

1. Support customers in implementing and utilizing our solutions, focusing on maximizing value and driving adoption.
2. Contribute to the development and refinement of strategic plans that align with customer objectives and business goals.
3. Build a strong, consultative relationship with customers, ensuring they fully understand the value and application of our products and services.
4. Provide expert advice and support, positioning solutions in a way that addresses customer pain points and drives long-term success.

Growth:

1. Collaborate closely with the Account Director to manage the overall success of the customer relationship.
2. Identify new opportunities within the organisation to expand the use of additional products and services, such as the academy, consulting, and other product offerings.
3. Work closely with Account Directors and the Director of Customer Success to execute growth and de-risk plans.

Requirements

1. Proven experience in a customer-facing role, ideally in sales or customer success, with a demonstrated ability to manage customer relationships and drive satisfaction.
2. Excellent communication, presentation, and relationship-building skills, with the ability to engage effectively with customers at all levels of an organization.
3. Ability to understand complex customer needs and tailor solutions accordingly, ensuring alignment with both business objectives and technical requirements.
4. Strong business acumen and ability to drive revenue growth, with the ability to identify growth opportunities, demonstrate value to clients, and contribute to revenue growth strategies.
5. Strong analytical and strategic thinking skills, with a keen eye for identifying opportunities and solving problems effectively.
6. A proactive self-starter with a proven ability to work independently, tackle challenges, and deliver innovative solutions without constant oversight.

Nice to have

1. Understanding of Innovation principles and frameworks, Innovation background/education.
2. Understanding of Innovation products and providers.
3. Client management experience at a SaaS company, agency or management consultancy preferred.
4. Experience working with cross-functional teams to drive customer success, collaborating with Account Directors, Product Teams, and other stakeholders to achieve business growth.

Salary range £50,000 to £65,000 with on target earnings of £80,000 to £100,000, depending on experience.

Benefits

Although we work hard, we also recognise the importance of maintaining a proper integration of work/life priorities and providing a culture that encourages creativity and productivity. Our benefits include:

1. 25 days of annual leave in addition to bank holidays, with the added perk of taking your birthday day off. Plus, for each year of service, you'll accrue an extra day of leave annually.
2. Health, Dental, and Vision Insurance.
3. Excellent Parental leave policies to support our working parents through all stages of their life and careers, including 26 weeks maternity and adoption leave, and 8 weeks paternity leave.
4. Hybrid working.
5. December one week shut down over the holiday period.
6. Salary Sacrifice Pension scheme we match up to 5%.
7. Complimentary Mental health service.
8. Social Events – Including company offsites, summer & Christmas parties, charity engagement and more.
9. Great vouchers and offers through our ThanksBen platform.
10. £30 per month to spend on your own personal Health and Wellbeing.
11. 10 days paid sick leave per year.