Junior Customer Success Manager
(Office Based– Birkenhead)
Do you want to play a key role in ensuring customers have a seamless renewal experience at a market-leading construction software company? At Causeway, we’re looking for a proactive and results-driven Junior Customer Success Manager to help retain and grow our digital customer base.
Who Are We?
We are ranked as the UK’s #1 construction-specific software player, and our mission is simple: to provide market-leading end-to-end software solutions to the construction and construction-related industries across the entire build lifecycle.
Purpose
As a Junior Customer Success Manager, you will play a pivotal role in managing customer contract renewals while identifying growth opportunities. You will be responsible for ensuring timely renewals, resolving queries, and working closely with internal teams to enhance customer satisfaction and retention.
Responsibilities
* Achieve individual and team targets for customer contract renewals, ensuring long-term client satisfaction and revenue growth.
* Handle escalations professionally, ensuring positive customer outcomes.
* Negotiate contract renewals in line with bundling pricing strategies.
* Identify upsell opportunities, logging leads in Salesforce, and maintaining a strong conversion rate.
* Support fellow team members in achieving renewal and retention objectives.
* Initiate and drive process improvement initiatives, focusing on efficiency and a digital-first approach to renewals.
* Ensure accurate and up-to-date records within company systems, including Salesforce.
* Act as the dedicated Junior CSM for assigned accounts, managing the entire customer lifecycle and collaborating with Account Managers to enhance engagement strategies.
* Lead regular customer review meetings to strengthen relationships and enhance service quality.
Skills, Experience and Qualifications
Essential Skills
* Proven experience working in a customer renewals role for a SaaS provider (or similar).
* Prior experience using Salesforce is preferable.
* A proactive attitude with a willingness to roll up your sleeves and get involved.
Competencies
* Customer Relationship Management – Ability to build strong, trust-based relationships and understand customer needs.
* Strategic Thinking – Align customer success strategies with business objectives.
* Problem-Solving Skills – Identify challenges and develop effective solutions.
* Communication Skills – Excellent verbal and written skills to engage with customers and internal teams.
* Empathy and Emotional Intelligence – Navigate customer interactions with professionalism and sensitivity.
* Analytical Skills – Use customer data to identify trends and proactively address issues.
* Product Knowledge – Develop expertise in company products to maximise customer value.
* Team Collaboration – Work effectively with cross-functional teams to deliver a seamless customer experience.
* Continuous Learning – Stay updated with industry trends and best practices in customer success.
* Adaptability – Adjust strategies to align with changing customer needs and business priorities.
Our Values
We are United. As part of a team, we’re better together.
We are Agile. Be the change, we’re on a journey.
We are Trusted. Do the right thing, we own this.
We are Driven. Get stuck in, we make it happen.
Benefits
At Causeway, we are committed to creating a workplace our employees love. Here are just some of the benefits available to our team:
* 25 days annual leave + public holidays, increasing with length of service.
* 4% matched pension.
* Income protection and life assurance.
* Access to our award-winning benefits platform.
* Dedicated Employee Assistance Programme (EAP) available 24/7.
* £100 fitness club allowance.
* Dell discounts.
* Private Medical Insurance.
* Paid study leave + volunteering days.
* Car scheme.
If you’re ready to kickstart your career in customer success at a dynamic and innovative company, we’d love to hear from you!
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