Customer Success Manager – SaaS – UK Remote

​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

The Company:

·        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

The Ideal Candidate:

•       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

What You’ll Get:

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

Job code: 47342