Senior Customer Success Manager

Ripjar; London; Remote; GBP 45,000 - 85,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen dynamischen Sr. Customer Success Manager, der eine Schlüsselrolle im Aufbau und der Unterstützung des Customer Success-Teams spielt. In dieser spannenden Position sind Sie dafür verantwortlich, dass Kunden langfristigen Erfolg mit den Produkten und Dienstleistungen des Unternehmens haben. Sie werden Kunden durch den Onboarding-Prozess führen, starke Beziehungen aufbauen und sicherstellen, dass sie den vollen Wert der Produkte erkennen. Mit einem Fokus auf Kundenbindung und -zufriedenheit können Sie Ihre Fähigkeiten in einem unterstützenden und dynamischen Umfeld weiterentwickeln. Diese Rolle bietet die Möglichkeit, in einem sich ständig weiterentwickelnden Bereich zu arbeiten und einen echten Einfluss auf die Kundenerfahrung zu haben.

Benefits

25 Tage Jahresurlaub + Geburtstag frei

Vollständig remote arbeiten

Lebensversicherung

Private Familienkrankenversicherung

Mitarbeiterunterstützungsprogramm

Pensionsbeiträge des Unternehmens

Erhöhte Mutterschafts-/Vaterschaftszahlungen

Neueste Technik, einschließlich MacBook Pro

Gut ausgestattete Büros mit Snacks und Getränken

Qualifications

• 3-5 Jahre Erfahrung im Systemimplementierung oder Change Management.
• Mindestens 5 Jahre in einer Rolle als Customer Success Manager oder Account Manager.

Responsibilities

• Aufbau und Pflege starker Kundenbeziehungen zur Sicherstellung des langfristigen Erfolgs.
• Leitung von Kundenengagement-Initiativen wie Geschäftsbesprechungen und Funktionsanfragen.

Skills

Kundenbeziehungsmanagement

Kommunikationsfähigkeiten

Analytische Fähigkeiten

Problem-Lösungsfähigkeiten

Organisationsfähigkeiten

Education

Abschluss in Informatik oder Betriebswirtschaft

Job description

The role

We are seeking a dynamic, results-driven, and customer-centric Sr. Customer Success Manager to join our newly formed Customer Success team, reporting to the SVP, Global Head of Customer Success. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. This is an exciting opportunity to play a pivotal role in the development and support of the Customer Success functional rollout.

What You'll Be Doing

As a Sr. Customer Success Manager, you will ensure that our customers are set up for long-term success and have a positive experience with our products and services. You will drive customer adoption and loyalty by educating our customers on how to get the most out of Ripjar while building strong relationships throughout the lifecycle of the account.

• Build and maintain strong relationships with customers, understanding their specific needs and goals
• Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product
• Identify and address potential issues before they escalate, providing solutions and support
• Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion
• Help customers understand and realize the full value of the product and how it aligns with their goals
• Track key performance indicators (KPIs) and provide reports on customer health and satisfaction
• Lead customer engagement initiatives such as executive business reviews and feature request meetings
• Collaborate closely with Product and Engineering to improve the product and user experience, based on feedback gathered from customers
• Work with Sales to identify opportunities to up-sell and cross-sell additional products
• Enhance customer training programs
• Support the SVP, Head of Global Customer Success in the build-out of the function

Requirements

Skills and Experience:

• Degree in computer science, business, or relevant experience, with authorization to work in the country of hire
• 3-5 years' experience in system implementation or change management, supporting a range of customers from SMB to Enterprise
• Minimum 3 years working in a SaaS and Enterprise software company
• Minimum of 5 years in a Customer Success Manager/Relationship Manager/Account Manager role
• Experience working with clients in the AML/KYC domain is preferred
• Excellent communication and interpersonal skills
• Excellent organizational, analytical, and problem-solving skills
• Demonstrated client relationship, communication, and presentation skills
• Ability to travel (travel between our office and client premises may be required)

Benefits

Why we think you'll enjoy it here:

• Competitive salary DOE
• 25 days annual leave + your birthday off, rising to 30 days after 5 years of service
• Fully remote working with occasional travel
• Life assurance
• Private Family Healthcare
• Employee Assistance Programme
• Company contributions to your pension
• Enhanced maternity/paternity pay
• The latest tech including a top of the range MacBook Pro
• Offices equipped with well-stocked pantries with food, snacks, and drinks when in the office