Lead Customer Success Manager

Contentsquare ,
London, Greater London
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Overview

Job Description

Contentsquare is a dynamic SaaS technology startup based in Farringdon seeing explosive growth following $122million of funding. Recognised by Gartner as one of the four most innovative ecommerce technologies in the world, and Wired Magazine as one of Europe's hottest startups, Contentsquare is a Digital Experience Analytics Platform helping brands to create better experiences online. We work with 600+ clients globally including Unilever, L'Occitane, GoPro, Hertz, Avon and Club Med to empower their teams with behavioural insight. ContentSquare is looking for a passionate Lead Customer Success Manager (Lead CSM) to strengthen its UK team. Based in London and reporting to the Customer Success Director, in a fast-growing company, you will manage a portfolio of customers and serve as a central point of contact for the customer during the entire lifecycle of their usage of the ContentSquare Solution. What you will do * Account strategy planning with direct reports and building success plans to drive value, increase adoption and grow your accounts * Owning the customer retention strategy, identifying gaps and amending it to reflect regional needs and market maturity * Tracking customer health and driving the resolution of critical escalations working alongside our cross functional teams * Building and growing relationships within our top accounts at the Executive level and becoming a trusted partner * Provide best practice and thought leadership to the customer success organization and our clients * Establish strong partnerships with our Customer Success Teams, Ops, Product, Pre-Sales, Sales and Marketing * Setting clear expectations with your team and provide regular reviews, feedback and performance appraisals * Inspiring and developing the Customer Success team. Leading the Customer Success Managers to build a strong post-sales strategy for their portfolio of accounts to ensure our customers maximize the value on their investment in CS solutions * Drive the growth, development and future planning of the CSM team, ensuring we continue to delight customers, develop our people and grow/scale the business * Reporting team performance & updates, customer updates and metrics (renewal rates, forecasting) to the Global VP of Customer Success What you need to succeed: * 5+ years experience in Enterprise account management and growth in the SaaS industry (ideally 2+ years in a management role) * Experience of building and managing a team of high-performing quota-carrying individuals with an emphasis on making the customer successfulGifted in building client relationships at the exec and C-level * Ability to translate client business goals into measurable and actionable Success Plans * Familiar with managing and forecasting accounts using Salesforce, Gainsight or similar tools * Experience in Digital Analytics, UX Analytics, CRO or similar MarTech * Keen eye for identifying opportunities to test the status quo and optimise processes within a hyper-growth environment * Passion for all things digital and ecommerce As well as the opportunity to have a tangible impact on the success of the global business here's what else we offer: - Plenty of opportunities for training and development - Flexible approach to working hours and holidays - Attractive people care approach with good health insurance, and French family care policy after 1 year of employment - Fun office culture with regular socials and perks ranging from go-karting, junkyard golf and rooftop curling to in-office massages, basement jazz trips, brie and boardgame evenings and movie nights - An office fully-stocked with (decent) coffee, breakfast, fruit and snacks (plus a regular supply of chocolate hobnobs) - Travel opportunities to our global offices for onboarding, the Hackathon, and our annual worldwide kickoff trip

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