Senior Customer Success Manager

TN United Kingdom; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

Join a dynamic and innovative company as a Senior Customer Success Manager, where you will play a pivotal role in maximizing customer retention and expansion. This position offers the opportunity to work with a talented team dedicated to delivering exceptional customer experiences. You will engage with strategic customers, ensuring they derive maximum value from the product suite while fostering strong relationships across various business units. Enjoy a flexible work environment that prioritizes professional growth, collaboration, and a healthy work-life balance. This is your chance to make a significant impact in a fast-growing organization.

Benefits

Health and Family Insurance

Retirement Contribution

Sporting & Wellness Opportunities

Learning through Kaisa Academy

Flexible and Remote Work

Regular Team Events

Work-Life Balance

Qualifications

• 7+ years in Enterprise SaaS Customer Success with proven track record.
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Maximise net retention and expansion for strategic customers.
• Build and maintain strong customer relationships and account plans.

Skills

Customer Relationship Management

Commercial Ownership

Emotional Intelligence

Analytical Skills

Problem-Solving Skills

Written Communication

Project Management

Customer Experience Technologies

Fluent English

Job description

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Job Title: Senior Customer Success Manager

Department: Commercial/Customer Success

Reports to: The Senior Customer Success Manager will report to the Customer Success Director

Location: Paris or London

Join our global team in designing and automating personalised customer experiences at scale. At Kaisa, we understand that our greatest asset is our talented and diverse team. We believe in creating an environment that fosters personal growth, professional development, and overall well-being. Regardless of where you are in the world, our commitment to your success and happiness remains unwavering.

Job Overview

The Senior Customer Success Manager will be responsible for maximising net retention and expansion on a portfolio of strategic Kaisa customers by increasing the adoption of the Kaisa product suite via the delivery of the Customer Success Programme.

Responsibilities and Duties

Net Revenue Retention (NRR) for a portfolio of existing strategic Kaisa customers

Delivering the Kaisa Customer Success Programme to key customer stakeholders and ensuring the ongoing adoption of the Kaisa product suite

Maximising the value and business impact of Kaisa by establishing customer goals, pain points and KPI’s and working with them to continuously optimise these

Building and developing strong customer relationships, educating stakeholders on the Kaisa value proposition across multiple business units and markets

Building, maintaining and executing on customer account plans and growth plans to maximise upsell and cross-sell opportunities

Actively uncovering customer health risks and executing on risk mitigation plans to minimise revenue churn

Kaisa product expert, delivering ongoing Kaisa product training to a wide range of customer stakeholders

Proactive ownership of internal CS processes to help maximise the effectiveness and efficiency of the customer success programme across the team

Acting as internal Voice Of The Customer and providing feedback to Product teams, becoming an expert on product usage and vision

You will also collaborate directly with Projects Managers, Pre Sales Consultants, Support, Sales and Marketing teams

Skills requirements

7+ years experience in Enterprise SaaS Customer Success or related field with a proven track record of customer relationship management

Proven track record of commercial ownership and very experienced in working strategically to achieve customer retention and revenue growth over time

Very experienced working with large businesses and brands with complex organisations

Strong emotional intelligence and is able to use the information available to influence decision makers

Very experienced in a multi-tasking environment and can adjust priorities on-the-fly.

Very strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness (i.e. escalation management)

Very strong written and verbal communication skills and in person and virtual presentation skills. C-level experience essential

Willing team player and demonstrates team leadership skills

Very strong time management and project management skills

Evidence of understanding of Customer Experience (CX) technologies highly valued

Fluent English is essential and other language skills are highly valued

Understanding of the marketplace/classifieds industry not essential but highly valued

Understanding of the Automotive and/or Real Estate industry not essential but highly valued

Company Culture and Benefits

Opportunity to work with a talented and passionate team in a fast-growing company.

Be a part of a company that values innovation, collaboration, and customer success.

However, across all countries (Sweden, UK, France) there are indeed similar benefits such as:

Country-specific health and family insurance

Country-specific retirement contribution

Sporting & wellness opportunities

Learning through the Kaisa Academy

Flexible and remote work to suit your personal working style

Regular team events in France, Sweden and the UK

True professional & personal life balance giving you peace of mind that you can both work and relax without sacrificing one or the other