Manager Customer Success

Attentive; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology firm in the UK is seeking a Customer Success Manager to lead their International CS Team. You will establish a high-impact team focused on achieving client email and SMS marketing goals. Ideal candidates will have at least 2 years of management experience in a SaaS environment and a strong background in customer success or sales. The position emphasizes strategic thinking, team development, and fostering relationships with clients. Competitive compensation and growth opportunities are offered.

Qualifications

• Minimum of 2 years of management experience in a high-growth software SaaS organization.
• 5-10 years of combined experience in sales or customer success.
• Strong process management skills with a focus on strategic growth.

Responsibilities

• Establish and lead a high-impact Customer Success team.
• Drive product expansion and client outcomes through strategic planning.
• Support team with feedback and performance enhancements.

Skills

Management experience in software SaaS

Customer success experience

Cross-functional collaboration

Process management

Coaching and developing employees

Strong client relationship management

Analytical mindset

Job description

Overview

We are seeking a driven candidate to join our Customer Success organization as a Manager of our International CS Team. In this role, you will manage and support a team of individual contributors as they expand their books of business and refine their CS skills. You will work directly with your team on a daily basis to be strategic thought partners for their clients to deliver against their email & SMS marketing goals.

What You'll Accomplish

• Establish, nurture, and lead a high-impact Customer Success team that operates with urgency, strategy, and delivers measurable results for our Enterprise customer base
• Execute a proactive CSM motion including Account Prioritization, regular QBRs, Annual Planning, and Success Plans with a focus on driving net dollar retention
• Partner closely with sales and account management to drive product expansion across our existing customer base
• Analyze customer data and market trends to inform strategic decisions and enhance the customer experience
• Drive the adoption of performance marketing best practices within the team to enhance client outcomes
• Own outcomes of renewals including pricing, packaging, value-selling, and commercial negotiation
• Actively support members of the Enterprise CS team by providing feedback on calls and written communication, presenting and developing relationships with Client Leadership, and addressing real-time inquiries
• Collaborate on identifying and executing strategies for team growth and development, emphasizing skill enhancement, performance improvement, and alignment with Attentive's business objectives

Qualifications

• Minimum of 2 years of management experience in a high-growth software SaaS organization
• 5-10 years of combined experience in sales, customer success, or renewal sales, with a preference for experience in the Enterprise customer success segment
• Possess deep knowledge of go-to-market strategies and strong process management skills
• Personable and enthusiastic about coaching and developing employees internally while fostering strong client relationships externally
• Committed to continuous learning and adept at receiving and implementing feedback
• Strong entrepreneurial mindset, self-motivated to work independently within tight timelines to achieve ambitious goals
• Exceptionally detail-oriented and organized
• Experience in recruiting, developing, and managing teams