Remote Customer Success Lead: Retention & Growth

Groupe Michelin; Wrexham; On-site; GBP 35,000 - 60,000; Full time

Benefits offered by this job

Flexible hours

Job summary

MICHELIN Connected Fleet is seeking a Customer Success Manager to deepen customer relationships and drive value from our connected fleet solutions. You will collaborate with multiple departments to ensure customer needs guide service delivery and product enhancements, while acting as a primary escalation contact for complex issues.

The role emphasizes data-driven improvements, stakeholder engagement at senior levels, and a proactive approach to retain and grow key accounts in a dynamic mobility

Qualifications

• Excellent communication and presentation skills, able to convey complex information clearly.
• Ability to take initiative and be proactive in addressing customer needs.
• Strong interpersonal and influencing skills for multi-team collaboration.
• Ability to build internal relationships across different teams and business areas.

Responsibilities

• Cultivate meaningful customer intimacy with a combined portfolio.
• Improve customer satisfaction scores and NPS.
• Improve customer retention and reduce churn.
• Coordinate with Customer Experience Manager across departments to keep customer needs at the forefront.
• Serve as escalation point for resolving issues.
• Monitor KPIs on customer interaction cadence and satisfaction.
• Perform root cause analysis of customer issues and implement permanent solutions.
• Collect and present customer feedback on service and product.

Skills

Communication

Initiative

Interpersonal skills

Relationship building

Commercial awareness

Senior stakeholder engagement

Education

University degree

Job description

MICHELIN Connected Fleet is seeking a Customer Success Manager to deepen customer relationships and drive value from our connected fleet solutions. You will collaborate with multiple departments to ensure customer needs guide service delivery and product enhancements, while acting as a primary escalation contact for complex issues.

The role emphasizes data-driven improvements, stakeholder engagement at senior levels, and a proactive approach to retain and grow key accounts in a dynamic mobility