Principal Customer Success Manager

Aquent; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Aquent, a leader in cloud-based software solutions, seeks a Senior Customer Success Manager in London to drive customer satisfaction and retention. This role focuses on building strong relationships with major clients, leading digital transformations, and ensuring value realisation from their investments in innovative solutions. Candidates must have significant experience in Digital Marketing and proven account management skills, particularly at a senior level. Aquent values inclusivity and encourages applications from diverse backgrounds.

Qualifications

• Minimum 5 years’ experience in post-sales account management in Digital Marketing.
• Experienced in managing a portfolio of large, global accounts.
• Strong presentation skills for all audience levels.

Responsibilities

• Lead customers through digital transformation with a focus on objectives and KPIs.
• Maximise value realisation and drive high retention rates.
• Develop and execute account strategies to enhance customer loyalty.

Skills

Account Management

Digital Marketing

Client Relationship Management

Critical Issue Management

Education

Bachelor’s or Master’s degree

Job description

Within the Digital Experience Customer Success team the focus is on delivering exceptional experiences and accelerating value forcustomers through three core pillars: Partnership, Adoption, and Value Realisation.

Senior Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional, strategic enterprise accounts by building strong, long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising on strategy and collaborating with multiple internal teams and customer departments, while accelerating value for customers by understanding their business goals and objectives, designing success plans, and establishing governance frameworks.

As a Senior CSM, you are a leader in customer success, delivering results throughout the product lifecycle.

What you’ll do

Lead customers through digital transformation with a clear view of customer objectives and key performance indicators

Maximise value realisation and return on investment from the solutions and services

Increase solution adoption and usage with a clear plan

Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK

Lead account strategy planning and build success plans to drive loyalty, advocacy and minimise customer attrition

Track account performance and lead critical blocking issues with a clear execution plan and drive for resolution

Build and grow relationships for the client’s strategic portfolio of multi-solution, multi-brand clients at a senior level, becoming a trusted partner

Build a strong post-sales strategy for your portfolio of accounts to ensure our customers maximise the value of their investment in the client’s solutions

Provide thought leadership and domain expertise to the Customer Success organisation, our clients, and the client’s European Customer Success team

Build strong business relationships with our Sales, Marketing, Solution Consulting and Professional Services teams

Demonstrate seniority by leading new retention and growth initiatives that deliver value, ensuring we scale, delight and innovate for customer success

Become an ambassador for the CSM organisation within the client and a CSM evangelist across ACS (Customer Solutions) and Sales

Demonstrate experience in supporting the hiring and ramp-up process of new recruits into the Customer Success team

What you need to succeed

Bachelor’s or Master’s degree

Minimum 5 years’ experience in post-sales account management in Digital Marketing (analytics, optimisation/conversion and/or social)

Strong experience in Digital Marketing solutions and knowledge of the client’s competitive landscape

Proven effectiveness in managing a portfolio of large, global, sophisticated, and strategic accounts at a senior level; building and maintaining relationships at the most senior levels with assigned accounts, becoming a trusted advisor

Proven experience in driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS)

High-level critical issue management

Able to anticipate and identify ill-defined problems/issues

Strong presentation skills for all audience levels

Tenacious, personable, highly confident, and results-oriented

Adaptable, with strong self-awareness and the confidence to hold themselves and others to account based on expectations

*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually.Thank you for taking the time to apply.

Client Description

A multinational cloud-based software company specialising in a series ofproducts designed to drive creative innovation across multimedia. Used by millions around the world for personal and professional use across all industries.

Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.