Customer Success Manager

London, England
£50000 - £60000 per annum
22 Jul 2018
19 Aug 2018
Recruitment Genius Ltd
Contract Type
Full Time

Would you like to be part of an international team that works with some of the largest organizations across the globe? This company has an excellent opportunity, with great career prospects, for a Customer Success Manager to join their EMEA team based in Central London.

In this role you will be ultimately responsible for the complete post-sales lifecycle of a portfolio of customers.

As a CSM, you will be the primary advocate for each customer, guiding them along a path to success while building strong relationships and becoming a trusted advisor. You'll be working with a wide range of customer personas, from corporate, to enterprise, to some of the most known organizations across the globe. You will be as passionate about the company as you are about providing an exceptional experience for every customer.


This company has developed the most advanced enterprise modelling software on the market today, based on years of patented university research. They take great pride in the knowledge that their ABACUS product is used every day by thousands of employees of Fortune-500 companies, in over 100 countries throughout the world.


- Establish a trusted/strategic advisor relationship with assigned clients and drive continued value of their products and services, ensuring retention
- Manage the complete customer post-sales lifecycle, aiding the customer in achieving their goals and success
- Maintain high levels of customer engagement with a focus on customer satisfaction and loyalty
- Conduct workshops and proactively suggest solutions to common customer challenges
- Coach customers to be product experts and become increasingly self-sufficient
- Advocate customer needs and escalate issues inter-departmentally
- Proactively spot and correct any issues with the Support Team that could affect customer satisfaction or retention
- Work with the Development team to enhance the product
- Work with the Marketing Team to create new or refine existing onboarding materials
- Detect, report, forecast and mitigate churning risk
- Identify and/or develop upsell opportunities
- Travel on occasions as required

- 2+ years experience in customer-facing, account management or strategic consulting
- Familiarity working with enterprise customers and executives
- Able to communicate complex technology-related business issues to audiences with a varying range of technical expertise
- Creative thinker with an innovative approach to problem solving
- Self-motivated and resilient
- Proactive team player with innovative ideas to inspire customer loyalty
- Exceptional verbal, written, presentation and interpersonal communication skills
- Experience building strong internal and external relationships

- Experience in Enterprise Software, Enterprise Architecture and Modelling

All applicants must have the right to work in the United Kingdom. This company is an equal opportunities employer.