Senior Global Customer Success Leader - Growth & Adoption

Liv-ex; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Performance-related bonus

Healthcare insurance

Wellbeing benefits

Job summary

Liv-ex is seeking an experienced Customer Success Manager to lead international client relationships and drive subscription growth. Based in Borough, London SE1, the role will build the Customer Success function and directly manage a portfolio of members across onboarding, adoption, engagement, health and renewal readiness.

The Senior CSM will establish the team, methodology, standards and operating model, coach the team, and collaborate with AMs on strategic relationships.

Responsibilities

• 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.

Job description

Liv-ex is seeking an experienced Customer Success Manager to lead international client relationships and drive subscription growth. Based in Borough, London SE1, the role will build the Customer Success function and directly manage a portfolio of members across onboarding, adoption, engagement, health and renewal readiness.

The Senior CSM will establish the team, methodology, standards and operating model, coach the team, and collaborate with AMs on strategic relationships.