Customer Success Manager Job Description

Customer Engagement:

• Foster strong customer relationships through proactive communication and regular check-ins.
• Collaborate with customers to understand their needs and objectives, ensuring a deep understanding of their business goals.

Account Management:

• Manage and grow a portfolio of B2B tech company accounts with an annual ARR of £3m, serving as the main point of contact.
• Develop and execute account plans that outline strategies for customer success and growth.

Product Knowledge:

• Maintain an in-depth understanding of the company’s products and their application to effectively guide customers.
• Provide product training and insights to customers to maximise their utilisation of the software or service.

Problem Resolution:

• Identify and resolve customer issues and challenges promptly and effectively.
• Act as a liaison between customers and internal teams to address technical or service-related problems.

Data Analysis:

• Analyse customer data to measure product adoption and satisfaction levels.
• Utilise data-driven insights to develop actionable recommendations for improving customer success and product performance.

Renewals and Upsells:

• Monitor subscription renewals and work proactively to ensure high renewal rates.
• Identify opportunities for upselling or cross-selling additional products or services to meet customer needs.

Customer Advocacy:

• Cultivate customer advocates who can provide testimonials, case studies, and referrals.
• Leverage satisfied customers to drive word-of-mouth marketing and brand loyalty.

Feedback Collection:

• Collect customer feedback to gain insights into their experiences and expectations.
• Use feedback to drive continuous improvement in product and service offerings by working closely with our product marketing and product management teams.

Reporting and Documentation:

• Maintain accurate records of customer interactions, issues, and resolutions.
• Generate regular reports on customer success metrics and share insights with relevant teams.

Strategy Development:

• Collaborate with cross-functional teams to develop and implement customer success strategies aligned with company goals.
• Continuously refine and adapt strategies to meet evolving customer needs and industry trends.

Customer Onboarding:

• Lead the onboarding process for new customers, ensuring a smooth transition and effective product adoption.
• Provide guidance and resources to help customers achieve early success.

Customer Training:

• Develop and deliver training sessions and materials to educate customers on product features and best practices.
• Empower customers to maximise the value of the company’s offerings.

Customer Retention:

• Develop and execute retention strategies to minimise churn and promote long-term customer loyalty.
• Proactively address potential issues that could impact customer satisfaction and retention.

Cross-functional Collaboration:

• Work closely with sales, marketing, product development, and support teams to ensure a unified approach to customer success.
• Share customer insights and feedback to influence product development and marketing strategies.