Feefo helps both consumers and businesses make the right decisions.
Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake-free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.
We’re a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too.
We are proud to work with companies, large and small, from household names to local heroes.
To learn more visit: www.feefo.com, LinkedIn, and Twitter.
About the Role:
We are seeking a highly motivated and experienced Enterprise Customer Success Manager to drive customer satisfaction, retention, and growth. This role requires a strong commercial acumen and a passion for building long-lasting relationships with our most valued customers. You will be responsible for managing a portfolio of strategic and Enterprise accounts across varying sectors, ensuring their success with our products and services.
Key Responsibilities:
Build Strong Customer Relationships
* Cultivate and develop deep relationships with multiple stakeholders across various operational, technical, and commercial levels.
* Take ownership of customer relationships, ensuring the execution of our value proposition and alignment with customer expectations.
* Identify and cultivate opportunities for strategic partnerships and collaborations with customers.
* Anticipate and address customer needs proactively, ensuring a seamless and positive experience.
Drive Renewals and Expansion
* Work closely with the Sales team to develop and execute targeted upselling and cross-selling strategies.
* Leverage customer insights to identify expansion opportunities and tailor solutions to meet their evolving needs.
* Ensure timely completion of renewals in accordance with our established CRM processes.
* Utilise data-driven insights to optimize customer engagement and identify opportunities for growth.
Account Planning and Strategy
* Develop, maintain and execute strategic account plans that align with the customer's business objectives and drive revenue growth for Feefo.
* Conduct quarterly business reviews to assess customer satisfaction, identify areas for improvement, and propose value-added solutions.
* Provide consultative advice to customers, guiding them on maximizing the return on their investment and providing best practices on the use of our platform.
Product Expertise and Adoption
* Acquire a deep understanding of our solutions and their place in the market.
* Collaborate with the Product team to provide feedback on customer needs and influence the product roadmap.
* Train and empower customers to maximize the value of our products and services.
* Communicate product updates and enhancements clearly to customers.
Issue Resolution and Customer Satisfaction
* Take ownership of customer issues and drive them to resolution, minimising impact on the customer's business.
* Measure and track customer satisfaction metrics and implement strategies to improve performance.
* Focus on increasing product adoption among additional stakeholders, providing guidance and support for seamless integration into their other platforms.
Ideal Candidate:
* Proven track record in customer success, account management, or a similar role.
* Strong commercial acumen and a focus on revenue generation.
* Excellent communication and interpersonal skills.
* Ability to build strong relationships with customers at all levels.
* Strong problem-solving and analytical skills.
* Experience with CRM and other relevant tools.
* A passion for customer success and a desire to exceed expectations.
If you are a highly motivated and results-oriented individual with a passion for customer success, we encourage you to apply.
Skills & Experience:
Must Have:
* 5+ years of customer success experience with a focus on global/enterprise accounts ideally within a digital or data environment
* Proven ability to prioritise and manage multiple projects in a dynamic environment
* Excellent negotiation skills and ability to work within tight time frames and under pressure
* Proficient in creating and delivering compelling presentations for technical products
* Excellent verbal and written communication skills, comfortable working in a technical environment
* Experience using a CRM platform for pipeline management. We use Dynamics
* Ability to nurture relationships, build stakeholder connections, and collaborate successfully across operational departments
* Positive attitude, team player, adaptable, resourceful, and self-starter
* Good understanding of operational processes with excellent commercial awareness
* Consultative approach to problem-solving and execution of customer issue resolutions
Qualifications & Training:
* Desirable – Second language
* Desirable – previous experience working within the following sectors; Travel, Retail or Automotive
Benefits:
* Feefo embraces a flexible hybrid working pattern
* Alongside an extensive benefits package, our platform offers a wide range of perks tailored to your needs, including health and wellbeing programs, an electric car scheme, childcare support, and lifestyle options
* Join one of our working groups focused on what matters most to us – charities, CSR, wellbeing and mental health, social events, DE&I, or graduate programs.
* Our enhanced family leave policies are there for you when it matters most, helping you balance your career with life’s biggest moments
* Learning & Development is a big deal here. Whether its chartered memberships, short courses, or career coaching, we’ll help you grow and move forward in your career
* Our performance management process is designed to set you up for success. We’re here to help you achieve your goals and thrive
* Work alongside a passionate and experienced senior leadership team driving Feefo’s growth with innovative products and technology as a force for good
* Be part of a growing global scale-up dedicated to fostering a diverse and inclusive culture where every team member is celebrated
* Feefo offers a referral scheme - employees can obtain a referral bonus for successfully referring new hires to the company
1. Values
At Feefo, we are committed to creating an environment where authenticity, inclusiveness, and a client-centred approach are at the core of everything we do.
Authenticity – We believe in being true to ourselves and our values. We encourage our team members to bring their whole selves to work, fostering a culture of transparency and integrity.
Inclusiveness – Diversity and inclusion are not just words for us, they are fundamental principles that guide our actions. We are dedicated to creating a workplace where every voice is heard, and every individual is valued.
Client-Centred – Our clients are at the heart of our business. We prioritise their needs and strive to exceed their expectations by delivering personalised, high-quality service in every interaction.
At Feefo, we believe that a diverse and inclusive workplace drives innovation and creativity. We are committed to fostering a culture where everyone feels valued, respected, and empowered.
We welcome applications from individuals of all backgrounds, experiences, and perspectives. We do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status, nationality, or any other characteristic protected by law. Together, we strive to create a supportive and equitable environment for all.