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



Location

United Kingdom



Job Type



Permanent



Salary

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



Reference

47342



Liquid error: internal



Liquid error: internal



​ 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