SaaS Customer Success Manager

Central Employment are looking to a SaaS Customer Success Manager for a growing North East technology organisation with a thriving international customer base. Due to new client win’s and demand from their existing client base, they now require an additional Customer Success Manager. Customer Success Manager: Taking our 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. Overview of Customer Success Manager: 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 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 Anticipate customers’ potential challenges to ensure we are providing the best platform and customers are getting value added ROI Experience required: • Circa 2-3 years’ experience in a similar Customer Success Manager role for a technology company, supporting a SaaS product • People person - Natural relationship builder with strong analytical and organisational skills / Comfortable in a rapid growth start-up environment • Outstanding communication skills, both written and verbal alongside the ability to form and build strong, long lasting client relationships • Highly organised and motivated • Technically minded - have a genuine passion for technology products & customer development