Customer Success Manager – eCommerce Technology

The Company

A growing UK technology business at the forefront of eCommerce innovation, this is an opportunity to join an exciting pre-IPO SaaS vendor as a Customer Success Manager. Their eCommerce platform is used by an ever-expanding list of retail customers and this company offers a fast-paced start-up working environment with excellent opportunities for personal development and career progression.

The Role

Having undergone considerable growth in their customer base, a new opening has arisen for a CSM to work as a trusted advisor and relationship manager with a portfolio of strategic customers. The Customer Success Manager is a key role in the business, responsible for ensuring customer retention and success:

• Full responsibility for a small portfolio of customers, ensuring that each customer is gaining maximum value from the platform
• Influence future lifetime value through increased product adoption, customer satisfaction and overall health scores
• Relationship management: oversee the relationship and create trust with key customer stakeholders through providing strategic value-add solutions
• Review meetings, creating roadmaps and strategy review
• Identify ways to improve services and feedback product suggestions internally

About You

In order to hit the ground running in the Customer Success Manager role, you will most likely bring the following skills and experience:

• Previous experience in a customer success or client success role with a SaaS vendor
• Experience working with retail customers, eCommerce platforms or marketing technology solutions would be beneficial
• A “customer first” mindset with the ability to build relationships with a range of different stakeholders within your portfolio
• Passionate about customer success: strategic & analytical whilst being customer-centric in everything you do
• An effective team-player: you can implement new ideas and gain buy-in from your colleagues across the business
• Energetic and highly-motivated personality with a strong desire to work in a tech start-up environment

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