Manager Customer

Growing SaaS business backed by a leading national brand. Lead a team to achieve the best practice customer experience.

Work in a scaling SaaS company that is backed by a leading national brand, with an innovative system that is supporting a growing number of high-profile enterprise brands. They have seen great success in the product so far, and now in their future-thinking phase are looking for a talented Customer Success Manager to lead a team and oversee the end-to-end Customer Success cycle.

About the Role:

Lead this business's Customer Success function, to deliver an exceptional end-to-end customer experience and achieve the strategic and financial targets of their growing SaaS offering. You will be responsible for coaching and developing a high performing team, whilst designing and refining the customer experience and leading the SaaS journey. This is a role for a true Customer Success leader who can hit the ground running and take the team to the next level.

Key Responsibilities:

• Lead and support a team of 4, through 1-on-1's, coaching and development, and drive to achieve the best practice customer experience.
• Monitor and develop the performance of team members to ensure KPI and strategic requirements are met.
• Co-ordinate workload and priorities for the team.
• Deliver the businesses value proposition to customers to improve outcomes, financial performance and operational efficiency.
• Manage the effective delivery of operational strategies.
• Drive a culture of continuous improvement to identify new or improved processes to enhance the customer experience.
• Monitor and report on operational and customer performance and trends.
• Identify processes which can be scaled to support the proposition pipeline and improve product utilisation.
• Monitor and manage the complaints framework to agreed timeframes and strategic objectives.
• Monitor and manage data and external reporting outputs to meet quality standards.
• Maintain a deep understanding of industry trends and customer needs.

• 5+ years experience leading a Customer Success team in a SaaS business.
• End-to-end customer lifecycle experience, from onboarding and induction through to account management.
• Experience leading teams through support, coaching and monitoring success measures.
  
• Exceptional relationship building skills with the ability to understand the needs of customers and deliver
  solutions
• Strong stakeholder management skills and ability to influence to drive change and uplift processes.

For more information on this exciting opportunity and others I have coming up contact Olivia at BLACKROC at ******@blackroc.co quoting reference: 1177392.