Senior Customer Success Leader: Retention & Growth

Mentmore; Telford; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Occasional travel

Job summary

Mentmore is seeking a Senior Customer Success Executive to own a portfolio of major customers, acting as their primary contact and ensuring maximum value from our products and services.

You will collaborate with Service Operations, Commercial, Product and Finance teams to drive renewals, identify upsell opportunities and coach the Customer Success team to deliver outstanding support, while maintaining accurate records.

Qualifications

• Experience in a customer-facing role, such as Customer Success, Customer Service, Account Management, Internal Sales or Technical Support.
• Excellent verbal and written communication skills, with the ability to build rapport and explain complex information clearly.
• Be confident using a range of digital systems and able to quickly learn new software and technology.

Responsibilities

• Lead by example, setting the benchmark for customer service and commercial awareness.
• Coach and support Customer Success Executives, sharing knowledge and promoting best practices.
• Champion the effective use of HubSpot, ensuring data and activities are managed consistently.
• Support the implementation of new products, services and initiatives within the team.
• Deliver an outstanding customer experience by owning enquiries through to resolution.
• Build strong relationships with customers through proactive contact to maximise value.

Job description

Mentmore is seeking a Senior Customer Success Executive to own a portfolio of major customers, acting as their primary contact and ensuring maximum value from our products and services.

You will collaborate with Service Operations, Commercial, Product and Finance teams to drive renewals, identify upsell opportunities and coach the Customer Success team to deliver outstanding support, while maintaining accurate records.