Senior Customer Success Manager
- London
- Permanent
- Full-time
Location: Shoreditch (Hybrid - 3 days per week onsite)
Duration: 12 months contract initially (Mat. Cover)The Opportunity:
- Lead the post-sales customer experience, driving adoption and value for customers.
- Lead customer success with mutual success plans, engagement strategies, and impactful frameworks.
- Accountable for Customer's overall success with client, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization.
- Coordinate customer interactions, establish success criteria, and maintain communication alignment across all levels.
- Network within accounts to achieve successful execution of client's strategy and roadmap
- Deliver an outstanding customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
- Drive adoption of client products - using data to provide insights and progress from baseline through the maturity curve
- Champion innovation by sharing industry trends and new ways your customers can use Client's solutions to advance their digital maturity
- Identify Customer risk, and collaborate with the extended client's team to build and activate “get well” plans
- Be the voice of the customer internally at client - sharing strategic use-cases, process improvements, and asks back into the internal ecosystem
- Contribute to Customer Success thought leadership and share standard methodologies and feedback across the organization to continuously improve our approach.
- Bachelor's Degree and/or relevant work experience
- 7+ years of Customer Success experience in Software as a Service, Digital Marketing
- Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value
- Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships
- Strong consulting skills
- Ability to prioritize, multi-task, and perform in a fast-paced environment
- Exceptional organizational, presentation, and communication skills, both verbal and written
- Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
- Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
- Effective at leading executive C-level discussions and presentations
- Flexibility to travel (approx. 20%).