Customer Success Manager

Are you an expert in Customer Success Management? Do you have experience within the SaaS sector? If so, we have the job for you!

Job Title: Customer Success Manager

Location: London with home/office hybrid working model

Contract Details: Full Time / Permanent

Salary: 65,000 - 70,000

Benefits: Competitive salary package, flexible depending on experience, flexible work arrangements with hybrid model, enhanced pension scheme, collaborative and supportive work environment, 25 days annual leave plus an additional day's leave to volunteer for a cause of your choice, cycle to work scheme

About Our Client: Our client are a SaaS based technology company who boast a growing organisation with offices in the UK and the US. This is a fast-paced, high-growth company with a great culture, competitive benefits, and compensation with a business casual atmosphere.

Role Overview: We are looking for a highly motivated, creative, and confident Customer Success Manager to join our client's expanding team. The successful candidate will demonstrate the ability to manage a book of clients focused on hospitality, ensuring client satisfaction through follow-up, responsiveness, and thorough communication. They will partner with clients to understand their business roadmap and strategy to best apply our solutions for their success.

Key Responsibilities:

• Managing a book of clients focused on hospitality
• Assess/evaluate client needs through weekly calls and daily email correspondence
• Ensure client satisfaction through follow-up, responsiveness, and thorough communication
• Partner with the client to understand their business roadmap and strategy to best apply our solutions for their success
• Responsible for managing client expectations across all aspects of the relationship and overall client life cycle
• Ability to manage and distinguish between production support items and development/enhancement requests, and work with appropriate teams internally to address
• Ability to manage multiple clients and projects/tasks simultaneously
• Ability to command a group of individuals in a room quickly and be assertive in a public environment
• Strong internal communication skills including the ability to work with all levels of the organization (Executive team, IT, Sales, Marketing, Operations, and Finance)
• Ability to upsell and cross-sell
• Ability to work in an entrepreneurial environment in a team and individually
• Responsible for maintaining product knowledge, implementing new client sites, and understanding/explaining technical solutions

Desirable (knowledge, skills, qualifications, experience):

• Proven background and experience from within a similar role within a SaaS organisation
• Experience with hotel property management or POS system
• Bachelor's degree in business management, administration, technical bachelors, or equivalent
• Excellent time management skills
• Excellent communication skills
• Knowledge about computer applications and relevant software preferred
• Highly computer literate - the ability to synthesize data into something digestible for clients
• Excellent troubleshooting abilities
• Must be highly organised, meticulous with strong attention to detail
• Self-starter, initiator, strong organisational, presentation, and interpersonal skills a must
• Flexibility for travel up to 15%

Useful Skills and Experience:

• Background in Hospitality
• Experience in the payment technology industry
• Experience with case management
• Experience with NetSuite or equivalent (CRM or ERP)

If you are a highly motivated individual with a passion for customer success management, we would love to hear from you!

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