Customer Success Manager

Helping organisations across the UK hire the best Cloud Talent

Customer Success Manager

Fluent in Spanish and English, Italian and/or Portuguese are nice to have.

Remote – must be based in either Switzerland or Italy

Due to an expanding product portfolio and global presence, a growing Network Security firm is hiring for a Customer Success Manager to engage and build meaningful relationships with critical accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate.

Key responsibilities will include:

• Developing and managing customer portfolio.
• Owning and driving the customer lifecycle – protect, nurture and deliver exceptional service to all customers.
• Driving revenue growth by demonstrating successful achievement of customer guided value measures
• Minimizing customer churn through customer success plans and customer lifecycle management.
• Resolving customer requests and concerns ensuring improvements to customer experience.
• Improving customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.
• Working across departments ensuring proper customer visibility and outcomes are met.
• Aiding in product design and product development through customer feedback.
• Assisting in creating training courses and educational materials for other members of the department.

The ideal candidate should have a proven track record in a customer success position supporting a technical product, experience onboarding customers and driving adoption. As well as strong experience conducting product demos and training, creating/maintaining account notes, developing and executing get-well plans and customer success playbooks.