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Form of workWork 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.
About You:
- 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.
