Job Description
Sastra Group is working with a Series A Software Development vendor who is changing the Martech space. They have organically grown and are expanding the Customer Success team.
One of their key hires is a Senior Customer Success Manager. You will be working directly with the Manager of Customer Success Operations and will be responsible for driving customer satisfaction, retention, and growing your book of business. This role requires a strategic thinker with a proven track record in customer success within the software development and marketing technology sectors.
This position is hybrid and requires you to be in the London office 2 days a week.
WHAT YOU’LL DO
● Full lifecycle management of a set of key customer accounts
● Identification of risk and opportunities, to be reported and managed according to a set of standardised processes and procedures
● Drives and develops relationships with customer champions and stakeholders and internally facilitates relationship building with senior members (for tighter and more effective stakeholder management)
● Consistently frame solutions and impact at the senior stakeholder level to build and nurture the customer relationship
● Bring impact to the wider team through positive and regular contribution of ideas and an open and collaborative working style
● As a results-driven contributor, you’ll be observant in uncovering issues early and take action to resolve as quickly as possible, with a clear, concise and professional approach to communicate to management where issues will impact retention
● Has an impact on the immediate customer team by leading projects and is seen as a go-to resource for best practice and knowledge
● Ensure the health of your customer accounts are at all times in the best possible shape they can be in, taking all available resources available (including tech touch resources) to provide an excellent customer experience
Key Requirements:
* Has managed a Strategic book of clients.
* Been responsible for Cross-sells & Up-sells.
* Has a proven track record of improving Retention.
* Start-up experience is preferred but not mandatory.
* Has a background in Marketing Technology. (Preferred)
* 3+ years experience managing a commercial book of business.
Benefits:
* Competitive salary and performance-based bonuses.
* Generous paid time off and holiday schedule.
* Professional development opportunities.
* Collaborative and inclusive company culture.
If this sounds like you then reach out to find out more!