Customer Success Manager

We are seeking a Senior Customer Success Manager to cover a period of leave. This role will lead the post-sales customer experience, driving adoption, engagement, and measurable value for customers across multiple solutions

Key Responsibilities

• Lead customer success through mutual success plans, engagement strategies, and impactful frameworks.

• Be accountable for customer success including vision planning, customer health, solution adoption, and measurable impact.

• Coordinate customer interactions, establish success criteria, and maintain communication alignment across stakeholders.

• Build relationships within accounts to support execFution of customer strategies and roadmaps.

• Deliver outstanding customer experiences through proactive communication, orchestrating resources, and tracking customer goals.

• Drive adoption of products and solutions, using data insights to measure progress.

• Champion innovation by sharing industry trends and advising on digital maturity.

• Identify and mitigate customer risk, collaborating internally to create "get well" plans.

• Act as the customer's advocate internally, sharing feedback, use cases, and process improvements.

• Contribute to thought leadership and best practices within the Customer Success function.

Skills & Experience Required

• Bachelor's degree and/or equivalent relevant experience.

• 7+ years' experience in Customer Success within SaaS, Digital Marketing, or related industries.

• Proven track record of guiding customers to achieve measurable business value.

• Strong communication, presentation, and interpersonal skills, with the ability to engage at C-level.

• Skilled in consulting and program management within large organisations.

• Knowledge of software in digital marketing and/or digital media (eg, data platforms, content management, customer journeys).

• Ability to prioritise, multitask, and thrive in a fast-paced environment.

• Flexibility to travel (approx. 20%).

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates