Customer Success Manager

Full-time | Hackney, London or Remote

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. As a Customer Success Manager for our Enterprise Accounts, you will be driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. This critical function works with the rest of the Convertr organisation to uncover new ways to make Convertr a part of everyday life and to improve our product.

What you will do

At Convertr, the Customer Success Manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. Partner with our customers to deliver predictable outcomes and experiences for their clients and predictable growth for their business by:

  • Delivering and communicating ROI for our clients, throughout the customer lifecycle
  • Being the trusted partner for the customer on use-case and product functionality
  • Quarterbacking experiences by various cross-functional teams at Convertr, on behalf of the customer
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Identify opportunities for customers to act as Convertr advocates (e.g. testimonials, case studies)
  • Drive retention and growth among customers by understanding their business needs and helping them succeed
  • Collaborate closely with Sales to onboard new customers, renewals, and expansion opportunities
  • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback
  • Represent the voice of the customer to provide input into every core product, marketing, and sales process

Experience

  • 3+ years in a Customer Success, Relationship Management, Account Management, or similar customer-facing role
  • Experience working with large enterprise customers
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • Experience of working with Planhat or similar platform useful but not essential

Skills and Qualifications

  • Self-driven and proactive nature – a bias for speed and action
  • Educated to degree level preferred but not essential
  • Exceptional communication skills, highly organised, collaborative and detail oriented
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Strong leadership skills
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • A high level of accuracy and attention to detail is required
  • Flexible approach, able to operate effectively with uncertainty and change
  • Comfort in a scale-up environment we move quickly and wear many hats in a dynamic environment

Working with Convertr

  • Working with high profile global brands
  • Joining a high growth fast moving company
  • Enjoying every moment with a sociable team from all over the world
  • 5 holidays plus bank holidays
  • Employee assistance programme - free 24/7 wellbeing support for all our team
  • Flexibility – enjoy a varied mix of office and home-based working
  • Office – newly renovated impressive office based across 5 floors in the heart of Shoreditch
  • Socials - regular team social events where you will be guaranteed to have a good time!
  • Pension including employer contributions

If you feel that you have the right skills and experience for this role, please email your resume and cover letter to recruitment@convertr.io.

Ready to Get In Touch?

   London: +44 (0)203 617 7659       Denver: +1 (720) 699 7877   

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