Scaled Customer Success Manager - London
ABOUT THE ROLE
- Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers
- Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks
- Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments
- Achieve customer goals and address concerns in short-term interactions
- Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups
- Contribute to the creation of scaled CS playbooks and email sequences to drive user activation
- Follow the scaled CS practices and strategy for each customer based on data analysis and the customer's needs
- Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours
- Use data to identify risk or opportunity and segment a large book of business
- Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions
- Represent the voice of the customer and influence the product development roadmap
- Work closely with Finance and Legal teams to ensure all contracts are accurate
ABOUT YOU:
- 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization
- Experience managing a large volume of accounts or customers
- Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Planhat, Gainsight, ChurnZero, Vitally etc.
- Consistent track record of achieving personal and team goals
- Ability to grow business in a strategic manner, i.e. process oriented
- Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms
- Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills
Hybrid: You are based in London and can be in the office 3 days a week.
In addition to being a part of a great team, working in a fun and innovative environment, we offer...
- A competitive salary + stock options in our fast-growing Series E start-up.
- Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay
- 25 days of annual leave + public holidays in the country where you are based.
- Cycle to work scheme (London).
- Regular socials.
- Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK)
- A generous referral scheme.
- Pension contribution/salary sacrifice.
- Work from home set up.
- A huge opportunity for career growth as you’ll help shape a market-defining product.