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Customer Success Manager

Posted 4 hours 37 minutes ago by Jobtailor

Permanent
Full Time
Call Centre / Customer Service Jobs
Lancashire, Manchester, United Kingdom, M21 0
Job Description
Responsibilities
  • To manage a portfolio of client accounts to agreed KPI's maintaining a focus on customer satisfaction, service delivery and contract renewal.
  • To ensure regular communication with clients through face to face meetings and other communication means.
  • To own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers.
  • Define, develop and own the customer contract strategy for client relationships within the portfolio.
  • Produce weekly, monthly and quarterly status reports for the portfolio of clients to the Head of Customer Success to provide updates on progress against agreed client relationship strategies.
  • To effectively interact with internal NQC teams including Product Development and Service Delivery functions.
  • Ad-hoc duties as assigned.
Requirements
  • Experience managing a high volume of stakeholders (internal or external) and a track record of delivering professional, clear communications.
  • Proven experience in a B2B Customer Success, Account Management, or Technical Support role within a SaaS environment.
  • Demonstrated experience working within structured workflows (e.g., following an onboarding playbook or a ticket escalation process).
  • Excellent interpersonal skills with people at all levels.
  • Excellent business acumen and commercial astuteness.
  • Previous experience using a CRM (ideally HubSpot) to manage customer data, tasks, and reporting.
  • Excellent presentation skills with the ability to create engaging material applicable to the audience.
  • Additional language skills are highly desirable.
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