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Customer Success Manager – SaaS – UK Remote

Job Description

Job Title: Customer Success Manager – SaaS – UK Remote

The Role:

• Successfully onboard new clients onto the platform by providing first class platform training and advice on how to launch the product successfully
• Review client health metrics regularly to recognise and support at risk clients, as well as capitalise on successful case study and testimonial opportunities
• Hold QBRs with clients to ensure they are progressing well with the product and maintain a strong professional relationship
• Gather quality feedback to represent the voice of the customer internally and provide client specific input into product, marketing and sales process
• Become a platform expert to ensure clients understand how to use the product to best suit their business needs and gain value from it
• Create client facing content such as videos, articles and webinars to promote best practice
• Address and resolve customer queries and concerns via email, phone and support chat where needed
• Proactively generate testimonials and referrals from existing clients
• Collaborate closely with team members to support renewals and expansion opportunities
• Deal with any contract and renewal related discussions and write up new contracts accordingly
• Be there for more junior members of the team, offering advice and guidance where needed

• Named one of the UK’s top 20 cyber scale-ups by Tech Nation
• Growing 100% YOY, will achieve $10million ARR this year
• Named G2 Leader for Security Compliance in Fall 2022 and Spring 2023
• 100% of users rated this company 4 or 5 stars – achieved High Performer in the G2 Summer 2022 report and earning a “Users Love Us” status for consistently high review ratings
• Over 100,000 software and service providers use their online marketplace, with over 1.5 million trusted user reviews
• The company operates in two of the world’s fastest growing exciting markets; cyber & information security, and cloud-based software services

• 3+ years experience in a Customer Success role within a SaaS environment
• Preferably have experience dealing with stakeholders in IT, Ops or Security teams
• Experience handling a book of volume clients (50-100)
• Experience dealing with senior employees in a business (Directors, VPs, C-Suite)
• Commercial experience dealing with renewals and expansions
• Excellent communication skills (written and spoken; you’re the face of the business!)
• Strong professional relationship-building experience
• Be warm, friendly and consultative; you always find answers to problems
• Solid organisational skills as well as being tech-savvy
• Ability to work comfortably from home (in a dedicated space)
• A great time keeper and always punctual

• Salary of up to £60,000 plus Double OTE & Benefits

• Successfully onboard new clients onto the platform by providing first class platform training and advice on how to launch the product successfully
• Review client health metrics regularly to recognise and support at risk clients, as well as capitalise on successful case study and testimonial opportunities
• Hold QBRs with clients to ensure they are progressing well with the product and maintain a strong professional relationship
• Gather quality feedback to represent the voice of the customer internally and provide client specific input into product, marketing and sales process
• Become a platform expert to ensure clients understand how to use the product to best suit their business needs and gain value from it
• Create client facing content such as videos, articles and webinars to promote best practice
• Address and resolve customer queries and concerns via email, phone and support chat where needed
• Proactively generate testimonials and referrals from existing clients
• Collaborate closely with team members to support renewals and expansion opportunities
• Deal with any contract and renewal related discussions and write up new contracts accordingly
• Be there for more junior members of the team, offering advice and guidance where needed

• Named one of the UK’s top 20 cyber scale-ups by Tech Nation
• Growing 100% YOY, will achieve $10million ARR this year
• Named G2 Leader for Security Compliance in Fall 2022 and Spring 2023
• 100% of users rated this company 4 or 5 stars – achieved High Performer in the G2 Summer 2022 report and earning a “Users Love Us” status for consistently high review ratings
• Over 100,000 software and service providers use their online marketplace, with over 1.5 million trusted user reviews
• The company operates in two of the world’s fastest growing exciting markets; cyber & information security, and cloud-based software services

• 3+ years experience in a Customer Success role within a SaaS environment
• Preferably have experience dealing with stakeholders in IT, Ops or Security teams
• Experience handling a book of volume clients (50-100)
• Experience dealing with senior employees in a business (Directors, VPs, C-Suite)
• Commercial experience dealing with renewals and expansions
• Excellent communication skills (written and spoken; you’re the face of the business!)
• Strong professional relationship-building experience
• Be warm, friendly and consultative; you always find answers to problems
• Solid organisational skills as well as being tech-savvy
• Ability to work comfortably from home (in a dedicated space)
• A great time keeper and always punctual

• Salary of up to £60,000 plus Double OTE & Benefits

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