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Sharpe Recruitment
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Newcastle upon Tyne, Tyne and Wear
Customer Success Manager
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Job Type: Full-time |
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Overview
Customer Success Manager Full Time Salary Newcastle The Company Our Client is well placed in Newcastle and busy building a world class SaaS business. They are all about solving a key challenge for sales leaders – improving sales conversations outcomes and revenue through coaching, with limited time. They analyse sales conversations, profiling coachable moments and shining a light on what top performers do differently, whilst revealing what aligns with successful outcomes for their business. Their sales conversation intelligence platform uses A.I. to do the heavy lifting for sales coaching, with organizations such as VMWare, Zoopla, Reach, Gattaca, Daisy Group and a host of published sales gurus, amongst those accelerating performance using the software. Job description Beyond the company bit above, there are three reasons why this is such a great role for an ambitious people-oriented person. Firstly – you will play a key role in building out their great Customer Success Team. Taking customers all the way through the customer lifecycle; from on-boarding, understanding customer outcomes by communicating with customers and analysing customer health metrics, to retention. Retention is key to any SaaS business and the amazing customer experience you deliver will help improve retention rates and contribute towards customer growth, meaning you will play a huge role in taking the company forward. Secondly, at our client is committed to delivering a world class product that helps clients improve sales performance and revenues. The product is awesome but quality software doesn’t stand still. Your partnerships with customers will enable you to represent the voice of the customer to provide input into core product features, as well as contributing towards the development of customer-centric marketing and sales process. As part of our CSM team as a Customer Success Manager, you will: ? be confident building customer relationships through calls, face-to-face video conferencing, emails and customer meetings. ? work with the Sales and Product teams to facilitate a seamless customer on-boarding experience to take customers through the shortest Time to Value (TTV) so that they see a ROI as soon as possible. ? have a proactive mindset to relentlessly monitor adoption rates, usage metrics and customer health scores; providing insight to Customers. ? identify potential issues and work with the wider business to take timely and effective action to resolve them. ? be comfortable having commercial and customer renewal conversations. ? identify account growth opportunities to increase lifetime value (LTV). ? anticipate customers’ potential challenges to ensure we are providing the best platform and customers are getting the most value from it About You First and foremost, you will be a people-oriented person that is passionate about customers, with a desire to always put their best interests first. You will champion a customer-centric mentality throughout the entire business and enjoy working in a good-humoured and vibrant team that strives to drive adoption and demonstrate ongoing value. We are looking for a self-starter who will be comfortable (and thrive) in a fast growing business that creates personal opportunities for an ambitious, forward thinking person. We feel we can be picky – and whilst we know great people are seriously hard to find, if they choose you it’s because they believe in your ability to play a great role in our future – not just ‘do a decent job’. Hopefully you feel you have the ingredients and drive to be hugely successful, your goals are probably bigger than your peers, and with the right coaching, support and development can achieve whatever you set your mind to. Additional Information: The package includes: ? Remuneration (negotiable depending on skill and ability) ? Performance based bonus scheme ? 5% matched pension contribution ? 25 days’ annual leave plus public holidays ? Occasional travel may be required. Skills Required Skills Qualifications Required Qualifications Keywords Keywords customersuccessmanager technicalsalessupport saas