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Customer Success Manager - SaaS
Job Posted: a month ago
Salary: £ 30,000 - 32,000 / Annum
Job Type: Permanent
Location: Nationwide
Expire in: 2 days
Job Description
Are you a dynamic leader passionate about delivering outstanding customer service? This is an exciting opportunity to join a forward-thinking organisation that specialises in providing innovative learning and development solutions. As a CSM, you will play a pivotal role in ensuring client satisfaction, driving engagement, and supporting business growth through expert consultancy and exceptional service delivery. This hybrid role requires occasional travel to their South-West office, frequency dependant on your location.
Responsibilities
* Lead the implementation of new client projects within existing contracts, acting as the main point of contact for internal and external stakeholders
* Manage client relationships, ensuring high engagement and successful adoption of learning solutions
* Oversee service delivery, ensuring that contractual Service Level Agreements (SLAs) are met and that any potential risks or issues are proactively managed
* Analyse client data to identify trends and provide strategic recommendations to enhance engagement and retention
* Act as a subject matter expert across the organisation’s full range of services and solutions, identifying opportunities for upselling where appropriate
* Provide leadership and coaching to a team, fostering a high-performance and client-centric culture
* Drive process improvements and share best practices to enhance service efficiency and effectiveness
* Manage budgets and revenue reporting to support financial performance objectives
* Support recruitment and succession planning within the team, ensuring continued development and growth
Skills
* Strong interpersonal and communication skills, with the ability to engage effectively with senior stakeholders
* Commercial awareness with the ability to contribute to financial and operational objectives
* Ability to work in a fast-paced environment, managing multiple priorities effectively
* Strong analytical and problem-solving skills, with a data-driven approach to decision-making
Education
* Any related qualifications are desirable but not essential
Experience
* Demonstrable people management experience, including mentoring and coaching
* Customer success experience with learning platforms or technology is highly desirable
* B2B SaaS experience is a crucial element
* Previous experience of working to SLAs and KPIsBefore You Apply
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