Senior Customer Success Manager

Salary: £50,000-£55,000 basic, plus benefits
Location: London office in Old Street two days per week; home-based the rest of the week

Why this role?

Join a stable and profitable Series A Scaleup

Work in a fast-paced and collaborative environment

4.8 on Glassdoor with excellent staff retention 

About the company 

Our client is a high-growth SaaS startup that is currently building out its customer success function, giving you the opportunity to help shape something from the ground up. 

The company, which sells enterprise software to finance teams, has doubled revenues year over year for the last two years, achieving profitability in 2023. 

The company now has over 60 employees who are all UK-based, and this role sits within a customer success function of three.  

The role

Reporting to the Head of Customer Success, you’ll be responsible for the implementation, adoption, and expansion of key accounts with ARR in excess of £1.5 million. Day to day, you’ll be involved in:

Onboarding: onboard new customers and help them get the most out of the company’s solutions, constantly innovating new ways of doing this 

Customer Success: proactively support the customers day to day, introducing new features to them and solving their problems

Renewals: manage contract renewals, focus on minimising client churn, and actively promote the adoption of additional offerings, aiming to enhance contract values

Technical Support: efficiently handle and resolve both technical and general inquiries, ensuring effective problem-solving

Training: organise and lead training sessions, producing the materials to support this

Customer Advocates: identify customer advocates and work with marketing to produce customer testimonials 

Account Expansion: work closely with the sales team to identify opportunities to expand accounts 

Voice of the Customer: represent the voice of the customer in workshops with product teams 

Customer Satisfaction: retain clients, make them happy and measure the success of this 

What you will need to succeed in this role

Customer Success experience in the enterprise SaaS space 

You’ll have had renewal and upselling experience

Excellent communications skills, both in writing and in person

An aptitude for technology, being analytical and solving problems 

The application process

There are three steps involved in the application process.

1. Call with Market Recruitment to discuss suitability, talk through the role, and answer any questions you have.
2. Teams interview with the Head of Customer Success (30 minutes). 
3. Presentation face-to-face with the Head of Customer Success and CEO (1 hour). 
4. Culture interview on Teams (45 minutes).

We look forward to hearing from you, and if you have any questions, please feel free to contact us or reach out.