Client Success/Support Manager
Location: Remote, UK business hours (but some flexibility is expected to accommodate our US-based clients)
Hours: Full-time, 40 hours per week
About Us:
Clinked is a secure and collaborative platform for client communication, and project management. We empower businesses by providing tailored solutions that enhance workflows, strengthen client relationships, and drive measurable outcomes. As a SaaS company, we pride ourselves on delivering exceptional value to our customers and fostering long-term partnerships.
Role Overview
We’re seeking an experienced and proactive Client Success/Support Manager to join our growing team. This pivotal role focuses on customer success while overseeing support operations. You’ll be instrumental in driving retention, expanding customer value, and ensuring every customer experiences success with Clinked.
Key Responsibilities
Client Success
Account Management:
* Build and maintain strong relationships with customers, focusing on their goals, challenges, and success milestones.
* Actively manage high-value accounts, ensuring their satisfaction and success.
* Develop and implement strategies to reduce churn and enhance customer retention.
Growth & Advocacy:
* Identify opportunities for upselling and cross-selling that align with customer needs.
* Gather and leverage customer feedback, testimonials, and referrals to strengthen the customer lifecycle.
Health Monitoring:
* Track customer health metrics, including product adoption and engagement, to identify and address risks proactively.
* Develop playbooks and initiatives that drive improvements in customer satisfaction and outcomes.
Team Leadership
Team Management:
* Lead, mentor, and develop a team of 3 Customer Success Executives, fostering a collaborative and performance-driven culture.
* Conduct regular 1:1s and team meetings to align objectives, review performance, and provide training.
Customer Support Oversight
Operational Excellence:
* Ensure customer tickets are triaged, resolved efficiently, following the company’s CS playbook.
* Continuously optimize support workflows and tools to improve response times and resolution rates.
Cross-Functional Collaboration
Alignment:
* Collaborate with Sales, Marketing, and Product teams to align customer success initiatives with broader company objectives.
* Provide insights and feedback from customers to influence product development and roadmap priorities.
Reporting:
* Analyse and present data on churn rates, Net Promoter Score (NPS), customer satisfaction, and team performance.
* Participate in weekly meetings with the CEO and Head of Growth to review KPIs, discuss progress, and strategise on improvement areas.
Key Metrics for Success
* Retention / Churn Targets: Drive initiatives to minimize churn and maximise retention.
* Account Growth: Increase Annual Contract Value (ACV) through effective upselling and cross-selling.
* Customer Satisfaction: Achieve high Net Promoter Scores (NPS) and other customer success metrics.
* Team Performance: Ensure the team meets or exceeds KPIs, including ticket resolution times and customer health scores.
What We’re Looking For
Essential Skills & Experience
* Customer Success Expertise: Proven experience in a Customer Success or Account Management role within the SaaS industry.
* People Management: Strong background in managing and mentoring teams, with a focus on driving results.
* Analytical Skills: Data-driven approach with experience using metrics to inform strategies and decisions.
* Tools Proficiency: Hands-on experience with tools such as HubSpot (or similar CRMs), Google Sheets, and ticketing systems.
* Strategic Thinking: Ability to align customer success strategies with broader business goals and identify growth opportunities.
* Problem Solving: Demonstrated aptitude for troubleshooting customer issues and ensuring seamless escalation processes.
Desired Attributes
* Empathy and customer-centric mindset.
* Exceptional organisational skills and attention to detail.
* Strong communication skills, both written and verbal.
* Flexibility to adapt in a fast-paced environment.
* A proactive approach to learning and staying updated on industry best practices.
What We Offer
* Competitive salary.
* Opportunities for career growth in a dynamic SaaS environment.
* A collaborative and supportive remote work culture.
* Flexible working arrangements
* The chance to make a meaningful impact on our customers’ success and the growth of our business.