Senior Customer Success Manager

Senior Customer Success Manager – Digital Marketing SaaS – London

The Company

An innovative marketing platform with a huge $50m of investor capital being received since their inception in 2011, are now expanding their UK operations. Currently backed by a handful of respected Silicon Valley investors, operating in the enterprise space, with large brands such as AT&T, Shell and Vodafone, they are building an innovative business within a brand-new vertical in marketing technology.

The Role

Due to the growth of the company and team structure expanding, the Customer Success team is looking to add another strong customer-centric professional to manage key accounts within the UK region, across large brands and media agencies. As a Customer Success Manager, you will be responsible for managing and developing long-term partnerships with some of the biggest brands in the world!

The successful Senior Customer Success Manager will be expected to retain relationships, provide suggestions and become an infinite point of contact for all business-related issues using the platform.

• Increase renewal rates and reduce churn.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Identify and facilitate up-sell and cross-sell opportunities to drive new business growth through greater advocacy and reference-ability.
• Manage onboarding of the clients on to the platform.
• Communicate customer needs and priorities to business development teams to help ensure product meets customer expectations.

The Candidate

The successful Senior Customer Success Manager will possess the following skills and experience:

• 3+ years’ experience in customer-facing organizations preferably at enterprise or mid-market Digital Agency/SaaS companies.
• Ability to manage influence through persuasion, negotiation, and consensus building.
• Strong empathy for customers AND passion for revenue and growth.
• Deep understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented mindset.
• Demonstrated desire for continuous learning and improvement.
• Enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.
• Flexible during times of change.
• Team player able to effectively interact with colleagues and business partners across the company.

To be considered for this fantastic opportunity, please send a copy of your CV to cknights@welovesalt.com in the first instance.