Customer Success Manager

You will manage a portfolio of primarily enterprise customers through onboarding, renewal, and expansion. You will build stakeholder relationships, analyze usage and renewal risk, identify upsell opportunities, develop proposals, deliver presentations and demos, negotiate commercial terms, and achieve revenue and retention targets.

Responsibilities

• Build strong relationships with key stakeholders across assigned accounts
• Manage customers throughout onboarding, renewal, and expansion
• Serve as the main internal and external contact for assigned accounts
• Analyze utilization data and proactively mitigate renewal risk
• Develop upsell and cross-sell opportunities
• Build strategic account plans and manage the commercial cycle
• Identify and scope expansion opportunities within existing accounts
• Convert customer needs into qualified opportunities
• Develop custom proposals based on customer requirements
• Conduct QBRs, kickoff calls, and product demonstrations
• Negotiate terms and renewals
• Meet or exceed quarterly and annual quotas

Requirements

• Customer Success experience managing, retaining, and expanding customer accounts
• Experience working with customers across a region
• Experience creating and using payment-scheme and architecture data-flow diagrams
• Understanding of customer business models and digital-asset strategies
• Ability to analyze customer usage and engagement data
• Ability to manage difficult client relationships, including churn and downsell conversations
• Ability to evaluate customer needs, pricing, and commercial terms
• Experience collaborating with Account Executives and Solutions Consultants
• Understanding of complex B2B sales methodologies
• Account Management experience selling SaaS solutions
• Experience working with customers across multiple countries or states
• Strong relationship-building skills and a record of retention and new-business generation
• Track record of quota overachievement
• Comfort adopting AI tools to improve productivity

Benefits

• Hybrid working
• Option to work from almost anywhere for up to 90 days per year
• £500 remote-working budget for home-office setup
• $1,000 learning and development budget
• 25 days of annual leave plus bank holidays
• Additional birthday leave day
• 16 weeks of fully paid enhanced parental leave for eligible employees
• Private health insurance
• Access to Spill mental health support
• Life assurance worth four times salary
• Cycle to Work Scheme