MHouse Motherwell, Scotland, United Kingdom
Customer Success Manager
About MHouse Business Solutions: MHouse Business Solutions is a leading provider of innovative business solutions designed to streamline operations and enhance efficiency for our clients. We are dedicated to delivering exceptional value and support, ensuring our customers achieve their goals through our comprehensive suite of services.
Job Overview: We are seeking a highly motivated Customer Success Manager to join our dynamic team. In this role, you will be responsible for fostering strong relationships with our customers, ensuring they derive maximum value from our products and services. You will act as a trusted advisor, guiding clients through their journey with MHouse and driving customer satisfaction and retention. Alongside this, you will be leading our customer support team to ensure they have all the confidence and tools required to deliver high performance.
Key Responsibilities:
1. Client Relationship Management: Build and maintain strong, long-term relationships with our customers, ensuring they are satisfied with our products and services.
2. Onboarding and Training: Lead the onboarding process for new clients as well as your team, providing training and support to ensure a smooth transition and adoption of our solutions.
3. Customer Advocacy: Serve as the voice of the customer within MHouse, providing feedback to internal teams to enhance products and services based on client needs.
4. Performance Monitoring: Regularly analyse customer data and usage metrics to identify opportunities for improvement and growth, proactively addressing any issues that may arise.
5. Strategic Planning: Develop and execute customer success plans tailored to individual client goals and objectives, ensuring alignment with MHouse’s offerings.
6. Documentation: Work with the operations and marketing teams to develop and document manuals, processes, and guides for both internal and external staff to ensure the company is set up to scale.
7. Renewals and Upselling: Collaborate with product, sales, customer support, and growth teams to identify opportunities for upselling and cross-selling, driving revenue growth while ensuring customer satisfaction.
8. Collaboration: Work closely with product, sales, customer support, and marketing teams to communicate customer needs and insights, contributing to the overall strategy of MHouse.
9. Reporting: Prepare regular reports on customer health, satisfaction, and engagement, presenting findings and recommendations to management.
Qualifications:
1. 2+ years of experience in customer success, account management, or related roles, preferably in the B2B sector.
2. Proven track record of managing and growing customer accounts, both in-person and remotely.
3. Strong analytical skills with the ability to interpret data and make data-driven decisions.
4. Excellent communication and interpersonal skills, with the ability to build rapport and influence at all levels.
5. Proficiency in customer success software, CRM tools, and training/onboarding tools (e.g., Zoho, Teams).
6. A proactive, results-oriented mindset with strong problem-solving skills.
Why Join Us?
1. £28-30k per annum + sales commission package
2. Opportunity to work in a collaborative and innovative environment.
3. Work within a fast-growth startup.
4. Professional development and growth opportunities.
5. A culture that values diversity, inclusion, and work-life balance.
How to Apply:
Interested candidates should submit their resume and a cover letter detailing their relevant experience to robert@mhouse.uk by 21st March 2025. We look forward to hearing from you!
Seniority level
Entry level
Employment type
Full-time
Industries
Technology, Information and Internet
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