Junior Customer Success Manager

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Join GDS, a Dynamic and Innovative Team Fuelled by ClearCourse!

The Junior Customer Success Manager at GDS will be responsible for maximizing customer lifetime value by driving product adoption, ensuring customer satisfaction, and proactively mitigating churn. You will act as a trusted advisor and strategic partner, understanding their business objectives, challenges, and success metrics, and demonstrating how our solution delivers value. This role is crucial for reducing churn, maximising customer lifetime value, and driving sustainable growth for the company.

About ClearCourse

ClearCourse Group is a rapidly growing collaborative of disruptive technology innovators dedicated to building brilliant software and payments solutions. We were formed in 2018 with investment from New York-based private equity firm Aquiline to build a portfolio of complementary software with our own integrated payments platform and professional service businesses.

Working better together is central to everything we do. Each time we add a new business, we’re adding new ideas and innovation. Our mission is to help our customers build great businesses with our industry-specific software and embedded payments solutions.

GDS is a rapidly growing part of ClearCourse (26% growth year on year) and is looking for a Junior Customer Success Manager to work alongside a skilled team, including a BDM and another Customer Success Manager. You will also have access to the rest of the GDS team based in our Beverley office in Hull, who are always happy to answer questions. GDS focuses on career progression, and you could quickly move up the career ladder here with all the support you need. We are experiencing exciting times at GDS, with an ever-growing market share and imminent new product launches.

Key Accountabilities:

1. Proactive Churn Mitigation and Risk Management: Use leading indicators to anticipate churn risks, such as usage patterns, support tickets, customer feedback, and feature usage. Leverage these insights to develop targeted retention strategies and mitigation plans to re-engage at-risk customers and prevent churn.
2. Onboarding and Time To Value: Act as the primary contact after handover from the BDM of new business acquisition. Partner with implementation to ensure seamless onboarding and quick realization of product value.
3. Customer Advocacy and Community Building: Foster customer advocacy by collecting feedback, testimonials, and case studies. Identify potential customer champions who can advocate for our product within their networks and contribute to our community.
4. Cross-Functional Collaboration and Communication: Work closely with Sales, Product, and Support teams to ensure a seamless customer experience.
5. Identify Upsell Opportunities: Recognize and refer upsell opportunities to BDMs to meet upsell targets, impacting the Net Revenue Retention (NRR) goal which combines reducing churn and successful upselling.
6. Performance Monitoring, Analysis, and Reporting: Track key customer success metrics such as customer retention rate (CRR), NRR, CSAT, NPS, and customer health score.
7. Strategic Customer Success Management: Prioritize customers and conduct regular business reviews, on-site meetings, and workshops to stimulate product usage and feature adoption.

Requirements:

• Proven experience in a client-facing role
• Excellent communication and interpersonal skills to build rapport with clients
• Strong negotiation and problem-solving abilities
• Self-motivated with a results-oriented mindset
• Familiarity with the software industry and/or experience in workforce management is a plus

ClearCourse Employee Benefits

• Life Assurance and Group Income Protection
• Private medical cover with cash plan
• Enhanced Company Pension
• Hybrid-working model with 25 days annual leave + your birthday off
• Enhanced maternity, paternity, and adoption pay
• Generous training budgets and reimbursement for professional memberships

If you are a driven and customer-focused professional looking for an exciting opportunity to join an innovative company within the ClearCourse family, then this is the perfect role for you. Join us as we revolutionize the software industry and contribute to our clients' success. Apply now and take your career to new heights with GDS and ClearCourse.