Senior Customer Success Leader - Global Growth & Strategy

Liv-ex Ltd; Greater London; Hybrid; GBP 70.000 - 110.000; Vollzeit

Zusammenfassung

Liv-ex, the leading wine-market platform, is seeking an experienced Senior Customer Success Manager to lead international client relationships and drive subscription growth from the Membership department.

The role combines leadership with hands-on delivery, directly managing a portfolio of members across onboarding, adoption, engagement, health and renewal preparation while establishing the team, methodology, standards and operating model.

Aufgaben

• Lead the CSM team – line-manage, coach and develop the CSMs, setting clear expectations and improving capability and consistency.
• Own Customer Success methodology – establish and maintain standards and playbooks for onboarding, adoption, health, engagement, value evidence and renewal readiness.
• Manage complex customer situations – lead higher-risk adoption, engagement and retention cases and coordinate appropriate interventions.
• Own customer health and retention discipline – ensure risks are identified early, actions are clear and customer value is evidenced.
• Support strategic accounts – work alongside AMs on strategic relationships, particularly where senior stakeholder engagement, adoption or retention support is required.
• Improve the customer journey – identify gaps and improve the consistency of the member experience across onboarding, adoption, engagement and renewal.
• Develop scalable Customer Success – shape the digital and one-to-many customer journey, working with RevOps, Marketing and other teams on delivery.
• Represent the customer internally – bring structured customer insight to Product, Marketing, Commercial and other teams.

Kenntnisse

CSM leadership

Customer success

Onboarding

Adoption

Retention

Strategic accounts

Stakeholder engagement

Cross-functional collaboration

Jobbeschreibung

Liv-ex, the leading wine-market platform, is seeking an experienced Senior Customer Success Manager to lead international client relationships and drive subscription growth from the Membership department.

The role combines leadership with hands-on delivery, directly managing a portfolio of members across onboarding, adoption, engagement, health and renewal preparation while establishing the team, methodology, standards and operating model.