Principal Customer Success Manager

Posted 4 days 7 hours ago by Jobtailor

Permanent

Full Time

Call Centre / Customer Service Jobs

London, United Kingdom

Job Description

Overview

Build and foster strong relationships with your portfolio of our largest Enterprise customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation to their end business users.
Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint account and success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.
Proactively analyze customer's product usage data and take necessary actions to mitigate risk, improve product adoption and reduce churn.
Engage regularly with customers based on our touchpoint framework (i.e. user shadowing, strategic discovery, business reviews, adoption assessments, value narratives, roadmap presentations, etc).

Requirements

12+ years of relevant work experience in customer-facing customer success, strategic account management ( 10 accounts), or strategic consulting roles.
SaaS experience required.
Significant experience working with multiple levels of customer stakeholders - technical admins, C-level executives, and procurement teams.
Proven ability to quickly grasp and distinctly explain technological and business concepts.
Proven track record of identifying and collaborating on expansion opportunities and strategies with account teams.
Applied domain/technical knowledge of the Zendesk solution, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
Completed Bachelor's Degree or equivalent career experience.

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Hard Skills

Soft Skills