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Customer Success Manager Lead

A SaaS client of ours specialising in a cutting-edge ecommerce cloud solutions for Online Search, Online Merchandise and eCommerce Personalisation are looking for a Senior Customer Success Manager to join and lead an eCommerce team of 2-5. The role pays to £70k, flexible, OTE £90k. The Senior Customer Success Manager will be responsible for managing key accounts in SEMEA, ensuring customers obtain maximum value whilst providing high level merchandising and program management. As a Senior CSM, you will also be responsible for the renewals and expansion opportunities within your account portfolio as well as those within your team. Senior Customer Success Manager: Team Lead responsibilities · 2-5 direct reports · Completion of performance reviews, training and development of your team members · Goal settings and ensuring team members stay on track via weekly / bi-weekly meeting. · Take responsibility for customer success specific KPIs (Renewals and Upsells) · Run & plan regular team meetings, holiday approvals Manage key accounts · Manage, develop and maintain an excellent relationship with your portfolio of key accounts · Introduce Roadmap and vision and new products/ modules at existing customers · Understand your customer goals and ambitions and act as a trusted advisor to help align tools and use of best practice to achieve your customers’ strategy · Advise customers on best practices for data gathering & the importance of quantitative analysis, measurement & feedback Account Expansion · Responsible for renewals and capacity upsells within your account portfolio as well as assisting your team members with their renewals and upsell opportunities. Account / Program / Project Management · Conduct regular Services Reviews for your customers · Plan & prioritize projects and tasks with customers & internal project teams, monitoring the budget · Assist in defining approach to achieving customers strategy & goals Requirements for Senior Customer Success Manager · University degree 3-5 years account and/or customer success management experience, ideally in the SaaS and / or retail environment · Experience as a manager / team lead · Sufficient general knowledge of information technology and web-based systems (SaaS) · In the future being available to travel predominantly within the UK and potentially some in EMEA · Ideally, knowledge of and experience in ecommerce sector

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