Strategic Customer Success Manager

Location:hybrid role (regular visits to London or Exeter office)

Salary:up to £75k

As a Strategic Customer Success Manager, you will manage a portfolio of enterprise customers, driving business value from onboarding through to renewal. You will be hands-on managing the day-to-day account to optimise adoption, alongside developing strategies and monitoring customer health to ensure success and retention. As a trusted advisor, you will build strategic relationships with decision makers and end users that build customer advocacy and ensures success, retention and growth. In this role you will play a key role in our small but growing customer success function contributing to the development of the customer success function and growth of the business.

Responsibilities:

• Account Management: hands-on management of a portfolio of enterprise customers, with a focus on driving business value from onboarding through to renewal
• Solutioning & problem solving:troubleshoot issues, guide & train customers to optimise use of RoleMapper,identify process improvements and product requirements
• Managing customer health:Proactively monitor customer health, identify and mitigate potential risks to customer success and retention
• Building strategic relationships:build trusted relationships with decision makers, influencers and users, sharing market insights and building customer advocacy
• Strategy & growth:develop and execute strategic account plans, identify opportunities for growth and expansion aligned to business growth targets
• Continuous improvement: Support projects and contribute to helping to build our customer success function with a focus on scalability and continuous improvement

Requirements:

• Strategic account management: Proven track record in building and maintaining strategic relationships with enterprise customers in a B2B SaaS environment
• HR domain expertise: Hands-on knowledge of HR domains such as Compensation & Reward, Organisational Development, Learning & Development and Recruitment
• Tech Savvy:an interest in how HR technology and machine learning can support HR processes, together with experience of using various Enterprise HR technologies
• Great problem solving skills:the ability to understand complex problems andtranslate customer needs into actionable strategies.
• Excellent relationship management skills: Ability to engage with senior stakeholders and decision makers and foster deep, trusting relationships.
• Excellent communication skills:comfortable delivering presentations and writing communications to senior leaders

To be successful working with us you will be “Start-up ready”. You are naturally proactive, have a positive attitude to change; have a continuous improvement mindset, are flexible, always happy to go beyond your brief; enjoy working at pace and comfortable with ambiguity.