Customer Success Manager - Empowering Learning and Growth
We're seeking a dynamic individual to drive success for our clients, embodying our company's core values and leveraging their passion for empowering learning and growth.
About the Role
As a Customer Success Manager, you'll serve as a trusted partner to our clients, guiding them towards achieving their learning and growth objectives. Your primary focus will be on driving customer success, not just customer service.
Your Mission
As a Guardian of Success, you'll provide an exceptional onboarding experience for new clients, leveraging your strategic thinking to understand their unique needs and objectives. You'll drive retention and maximize customer lifetime value by focusing on the success of each client, demonstrating empathy and understanding throughout the customer journey.
Your Responsibilities
* Provide an exceptional onboarding experience for new clients, leveraging your strategic thinking to understand their unique needs and objectives.
* Drive retention and maximize customer lifetime value by focusing on the success of each client, demonstrating empathy and understanding throughout the customer journey.
* Serve as a reassuring and professional point of contact for all client queries, ensuring issues are resolved promptly and effectively.
* Collaborate with cross-functional teams to co-construct and achieve KPIs that demonstrate business value to clients, embodying our value of continuous improvement.
* Identify opportunities for account growth and portfolio investment, leveraging your strategic thinking to drive business development initiatives.
* Develop lasting relationships with clients, embodying our value of customer-centricity and fostering long-term partnerships built on trust and integrity.
* Utilize emotional intelligence to understand and empathize with clients' needs and challenges, adapting your approach accordingly.
* Demonstrate grit and a desire to learn, continuously seeking out opportunities for improvement and acting on feedback.
* Work with leaders to set realistic goals and develop actionable plans to achieve them, exhibiting drive, decisiveness, and accountability for results.
* Communicate openly and effectively, fostering a culture of trust, maturity, and open communication within the team.
* Coach and develop team members, promoting continuous learning and growth.
* Utilize business acumen and strategic thinking to drive customer orientation and align customer success initiatives with overall business strategy and direction.
* Exhibit adaptability and resilience, remaining optimistic and resilient in challenging situations while seeking support when needed.
Requirements
* Previous experience in customer success management is essential.
* Flexibility for travel as required.
* A qualification in Customer Success would be desirable.
* Exceptional communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
* Able to demonstrate a history of adding value to key accounts and contributing towards success stories.
* Strong analytical skills with the ability to understand and apply data analysis techniques.
* Degree educated.
* Passion for learning and development.
Benefits
* Competitive salary.
* 28 days annual leave (including public holidays).
* Workplace pension.