Customer Success Manager

Job Description

A global technology company are looking for an experienced Customer Success Manager to join their team. The successful candidate will be expected to be engaging customers whether it's virtual or in person. This means you will be expected to engage in various forms of in person and video engagements that require your full presence to drive the best relational experience for customers.

Responsibilities

• Manage customers through an assigned book of business. Some of your customers will be new, while others may have been users for several years.
• Be accountable for the retention and growth of your customers.
• Build and foster relationships with key decision makers and stakeholders across multiple customer teams.
• Engage customers in strategy conversations to derive maximum value from their investment.
• Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success.
• Monitor customer health and create risk mitigation plans where needed.
• Resolve customer enquiries by aligning customers with the right resources.
• Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
• Partner with different teams to 'solve for the customer', including onboarding, Product, and contract management.
• Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more products and services.
• Understand technical roadblocks and make recommendations on solution implementation and core integration to overcome them.

Skills & Experience

• 4+ years experience in a client-facing/account management role.
• Business savvy with consultative, problem solving, and issue resolution skills.
• SaaS experience.
• Well-organized, with a high attention to detail and ability to prioritize and time manage.
• Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results.
• Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations.
• It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
• Knowledge of Email Marketing or the aptitude to learn it quickly and independently is required.
• Excellent phone, written, and verbal communication skills.
• The ability to thrive in a fast-paced environment.

Date: 30/04/2026
Job Ref: CS300426
Consultant: Jack Sharkey - [contact hidden] - [contact hidden]