Customer Success Manager

• Location: London
• Base Salary: £66,300 per year
• Check out our values-driven benefits below!

Join our innovative, global team using technology to transform the way the social sector engages with data. We run on passion, blending diverse skill sets and experiences with a collective mission to help organizations tackle challenges and achieve greater impact. We encourage all staff to push their own boundaries and drive the company in exciting new directions. As a social enterprise, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.

Position Overview

The Customer Success Manager (CSM) will be part of a growing Customer Success team, and will drive Vera’s retention of clients and reputation for exceptional customer satisfaction. The CSM will lead customer success initiatives, keep our team focused on customer outcomes and play a central role in directing the future of the product. The CSM will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies.

The CSM is a people person, with exceptional customer service and communication skills. Candidates should have strong project management skills, and be able to coordinate with multiple teams to own client relationships.

Primary Responsibilities:

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  Be the trusted partner for our client relationships
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  Drive client understanding and adoption of Vera’s Products and Services
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  Create and maintain client impact reports and dashboards
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  Ensure clients see long term value in Vera’s offerings
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  Client renewals and upsells
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  Test new strategies to ensure client retention and success
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  Engage with current Vera clients, understanding business/technical needs and possibility for continued engagement
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  Learn the product roadmap, understanding current functionality and future offerings
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  Ensure feedback from clients is efficiently funneled into Product roadmap
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  Collaborate with Product and Engineering teams to determine upgrade strategies
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  Collaborate with Service Delivery teams to ensure successful long-term engagement
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  Collaborate with Account Managers to manage growth with existing accounts
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  Collaborate with Project implementation teams to ensure successful project delivery

Qualifications and Experience

Required:

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  1-3 years experience in a customer success, relationship management, account management, or similar role in a SaaS company
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  Excellent written and verbal communication and relational skills; ability to lead technical conversations
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  Empathetic, positive attitude with a desire to to help our clients reach their goals
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  Demonstrated success in achieving targets
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  Success working with cross-functional teams
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  Excellent organizational skills and a passion for fine details
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  Diligent work ethic and proven ability to execute tasks with drive and enthusiasm
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  Insatiable desire to improve skills and knowledge of self and others

• Relevant digital transformation experience in the nonprofit sector
• Experience working in a social impact organization
• Experience working in sales and/or delivery of digital transformation projects
• Fluency/proficiency in additional language(s)
• Relevant Salesforce certifications or credentials

Compensation & Benefits

Vera Solutions offers competitive compensation (including benefits), commensurate with experience and cost of living.

Paid Time Off

38 days of paid leave each year, including local and company-wide holidays and a December break.

Health Care

Vera covers 100% of medical, dental, and visual plan premiums.

Phantom Equity

All staff participate in Vera’s phantom equity plan.

Wellness Leave

We do not cap sick leave. If you’re sick, we hope you get better!

Retirement

Vera offers a retirement plan and contribution matching to all of its staff.

Getaway Benefit

An annual stipend to spend on travel and physical, emotional, and mental well-being.

Student Loans

To help employees with outstanding student loans, Vera offers a Student Loan Benefit.

Child Benefit

In addition to robust paid parental leave, Vera assists with the costs of child care.

How To Apply

To apply, fill out the online application (attaching CV). Please contact jobs@verasolutions.org with any additional questions.